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Marketplace Customer Success Lead
confidentialJeddah, Makkah Region, Saudi Arabia17 days ago
Job descriptionb. Monitor, evaluate, and improve performance metrics like FF covers, response times, resolution speed, and others. Process Optimization b. Define and document standard operating procedures (SOPs) for all support workflows . Identify and close process gaps, if any Platform Knowledge and training b. Manages ongoing training and refresher courses for internal team members and on employees Reporting and Analytics b. Track onboarding success rates and speed, booking issues, tracking difficulties, and financial support
This role will lead and optimize the entire support function across onboarding, booking, tracking, finance and customer success to ensure that the Marketplace is offering the best user experience on the platform.
Skills
Responsibilities
- Team leadership and Management
a. Hire and train support staff across all specializations
a. Implement SLAs (Service Level Agreements) and escalation protocols
a. Maintain and update a central knowledge base for both internal teams and user self-service support
a. Create periodic performance reports and insights to identify trends, bottlenecks, or issues with current processes.
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Marketplace Marketplace • Jeddah, Makkah Region, Saudi Arabia
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