Client Onboarding And Support Manager

Role Overview

We are seeking a highly organized, process-driven, and customer-focused Client Onboarding and Support Manager to oversee hotel client account setups and support operations. This role will include managing support through a proactive client-facing call centre once clients are live.

Key Responsibilities

Operational Oversight

• Review and validate all onboarding documents and data submitted by the Customer Success team.
• Ensure submitted client data is complete, accurate, and aligned with platform standards.
• Create and maintain onboarding SOPs, checklists, and internal documentation for process consistency and transparency.
  
  

• Create structured tasks and subtasks in Jira for each client account setup.
• Assign and manage tasks for the data entry team with clear instructions and deadlines.
• Monitor onboarding pipelines and track KPIs to ensure timely and successful account activations.
  
  

• Lead, mentor, and coordinate a team of data entry specialists.
• Set clear performance expectations and enforce SLA compliance.
• Conduct regular quality checks and audits to ensure platform configurations meet both internal standards and client requirements.
  
  

• Manage and scale a proactive client-facing support operation via a call centre.
• Ensure timely, empathetic, and professional resolution of client inquiries and issues.
• Analyse order trends to identify recurring issues and implement preventative solutions.
• Develop training, scripts, and playbooks for support staff to ensure consistent service delivery.
  
  

• Proficiency in both Arabic and English (spoken and written).
• Experience in onboarding coordination, customer support, operations, or workflow management (preferably in SaaS or hospitality).
• Experience with project management and task tracking tools (e.g., Jira, Asana, Trello).
• Experience in managing remote or cross-functional teams.
• Excellent communication, documentation, and QA skills.
• Strong analytical mindset and attention to detail.
• Bachelor’s degree in business, Hospitality, Operations Management, or a related field.
  
  

• Exposure to multilingual content management and localization.
• Familiarity with service catalogues (e.g., menus, pricing tables) used in hospitality operations.
• Background in hospitality, travel tech, or service-driven SaaS platforms.