Our Education

Customer Success Supervisor

Our Education
📍 المعادي Full-Time 💼 Fresh Graduate 🕐 55m ago
👁️ 0 views
📋 0 applicants

Job Description

  • Lead the Customer Success Department, overseeing Customer Success Account Management, Customer Experience, and Technical Support to ensure effective operations and high-quality service delivery.
  • Manage team leaders and account managers, ensuring clear responsibilities, accountability, effective execution, and continuous performance improvement.
  • Establish and monitor departmental KPIs, performance targets, and operational standards, conducting regular performance reviews and implementing corrective action plans when needed.
  • Oversee customer account management to ensure strong customer relationships, product adoption, ongoing value realization, and effective account development.
  • Monitor customer engagement, satisfaction, and retention, identifying at-risk accounts and implementing proactive engagement, recovery, and retention plans.
  • Oversee the end-to-end customer experience, from onboarding through ongoing service delivery, identifying customer pain points and driving measurable improvements in satisfaction and service quality.
  • Supervise Technical Support through the Team Leader, ensuring efficient operations, adequate support coverage, and compliance with agreed service levels (SLAs).
  • Monitor support performance and issue resolution, including response and resolution times, ticket backlog, escalations, and recurring technical issues, coordinating with relevant teams to address root causes.
  • Identify opportunities for account growth and service expansion in coordination with Sales, ensuring customer needs and feedback contribute to commercial opportunities.
  • Drive cross-functional coordination with Sales, Marketing, Implementation, Product, and Technical teams to ensure a seamless customer journey and timely resolution of customer-related challenges.
  • Prepare and present regular departmental performance reports covering KPIs, customer satisfaction, account health, retention risks, support performance, and improvement initiatives, providing management with actionable recommendations.
  • Drive continuous improvement and operational efficiency by optimizing team capacity, standardizing processes, analyzing customer feedback, and promoting a customer-centric culture across the organization.

Requirements & Qualifications

  • Bachelor's degree in Business Administration, Information Systems, or a related field.
  • Minimum of 6 years of relevant experience in Customer Success, Account Management, Customer Experience, or Technical Support, including 3-4 years in a supervisory or team management role.
  • Proven experience managing customer-facing teams, preferably across multiple functions, with strong knowledge of customer lifecycle management, product adoption, retention, and service delivery.
  • Strong understanding of customer service KPIs, SLAs, performance management, data analysis, and continuous improvement processes.
  • Excellent leadership, communication, problem-solving, and stakeholder management skills, with the ability to manage escalations, prioritize tasks, and make data-driven decisions.
  • Experience with CRM platforms, ticketing systems, and reporting tools is required; experience in SaaS, EdTech, or technology-enabled services is preferred.
EGjobank Analysis

Quick Role Summary

Opportunity as "Customer Success Supervisor" at Our Education located in المعادي on a Full-Time basis, suited for Fresh Graduate candidates, within Marketing & Sales. Key details from listing: • Lead the Customer Success Department, overseeing Customer Success Account Management, Customer Experience, and Technical Support to ensure effective…

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  1. Tailor your CV headline to match "Customer Success Supervisor" and feature measurable achievements in the top third of your resume.
  2. Customize your cover note for المعادي: explain why this location and work arrangement suit your availability and how you add value to the team.
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  5. After applying, monitor your status from your dashboard and stay prepared for an interview invitation.

Readiness Checklist

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  • Skills aligned with the stated role requirements
  • Availability for work in المعادي or remote if specified
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