Customer Support Lead

Jeddah, Saudi Arabia | Posted on 07 / 08 / 2025 CoorB is all about digital finance. We build full-fledged innovative solutions with a focus on process automation, user experience enhancement, and advanced data analytics. With our extensive industry expertise, we help achieve operational excellence, future-proof your IT investments, and ensure a competitive edge in the ever-evolving finance industry.

Job Description

» Lead and manage L1 and L2 support teams, ensuring efficienthandling of incidents, service requests, and escalations.

» Serve as theprimary point of contact for production support communications across business,technical, and vendor teams.

» Support operations andtrack key performance indicators (KPIs), service-level agreements (SLAs), andother support metrics to ensure high-quality service delivery.Coordinate withL3 support and engineering teams to ensure seamless issue resolution andknowledge transfer.

» Develop andmaintain support documentation, guides, and escalation procedures.

» Facilitate dailymeetings, incident reviews, and post-mortem analyses.

» Oversee shiftplanning and on-call rotations to ensure 24 / 7 support coverage and readiness.

» Foster a culture ofcontinuous improvement, accountability, and customer-centricservice.

» Collaborate withQA, DevOps, and development teams to improve system reliability and userexperience.

» Ensure compliancewith banking regulations, compliance standards, security standards, andinternal governance policies.

Requirements

» Bachelor’s degreein computer science, Information Technology, or a related field.

» 6+ years ofexperience in IT support or production operations, with at least 2 years in aleadership role.

» Experience indigital banking or financial services is highly preferred.

» Strongunderstanding of ITIL practices, incident management, and service deliveryframeworks.

» Excellentcommunication, leadership, and stakeholder management skills.

» The ability to workunder pressure and manage multiple priorities in a fast-pacedenvironment.

» Proven experiencewith monitoring tools, ticketing systems, IT service management systems, andreporting dashboards.

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