Customer Success Supervisor

Job description:

Purpose of the Job

The Customer Success Supervisor at Aramex is responsible for leading a team of customer success agents to ensure high-quality service delivery, fostering long-term customer relationships, and driving customer satisfaction and retention. This role involves guiding the team, resolving complex issues, monitoring performance metrics, and implementing strategies that align with the company’s service standards and customer experience goals.

Job Description

• Supervise, mentor, and coach the customer success team to ensure they meet performance and customer satisfaction targets Serve as an escalation point for complex customer issues and work closely with team members to ensure timely resolution
• Ensure the team follows customer service processes as per Operating Model
• Billing/finance understanding of the billing cycle and its requirements
• Manage end to end shipment life cycle liaising with all internal and external stakeholders
• Identify opportunities for process improvements within the customer success team to enhance efficiency and service quality
• Responsible for all KPIs and SLAs agreed with allocated customers or internal SOPs
• Coordinate with team members to ensure processes followed are in line with contract
• Drives solution of customer complaints by solving it directly or assigning tasks to other internal and external stakeholders
• Oversee the resolution of escalated customer complaints and ensure a positive outcome
• Ensure seamless transaction liaising with Pricing and Billing teams.
• Ensure the team follows regulatory and quality compliance as per Group polices and applicable local regulatory laws
• Manage team roster and shifts as per the shipment volume / geography.

This role will serve US based Client hence the working hours will be based on US timing.

Job Requirements - Experience and Education

• 3-5 years of experience in customer success, account management or a related field.
• Bachelor’s degree in business administration, communication.
• Knowledge of logistics & Supply Chin.
• Familiarity with CRM tools, Salesforce and customer support platforms.
• Strong customer-oriented mindset.

Leadership Behaviors Building Outstanding Teams Collaborate & break silos Execution & Accountability External focus Growth mindset Inclusion Innovation Setting a clear direction Simplification Skills Adaptability Analytical Skills Communication Skills Customer Centric Leadership Skills Problem Solving Project Management

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