Customer Service Team Lead, English-speaking

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Carry1st

WebsiteLinkedInAll Job Openings

11 - 50 employees

Founded 2020

🎮 Gaming

🛍️ eCommerce

Gaming • eCommerce • Payments

Carry1st is a leading games publisher based in Africa, specializing in the distribution and monetization of digital content across the continent. They partner with global gaming companies to bring popular mobile games to African audiences, offering end-to-end publishing services, localized content creation, user acquisition, and customized payment solutions. Carry1st also provides an online shop where users can purchase in-game currency and other digital goods using a variety of local payment methods, with a commitment to secure transactions and fraud protection. The company aims to unlock Africa's potential as a gaming market by building infrastructure for interactive entertainment and facilitating easy access to global content.

📋 Description

• Oversee the daily operations and performance of the Arabic customer service team, ensuring service levels, quality standards, and KPIs are consistently achieved • Lead and support customer service associates while driving operational excellence, process improvements, and customer satisfaction across the business • Develop and implement customer service processes, workflows, and best practices to enhance efficiency, productivity, and customer satisfaction • Act as the primary escalation point for complex customer issues, complaints, and inquiries, ensuring timely and effective resolution • Assist in identifying transaction and fulfilment issues, discrepancies, and potential risks, promptly escalating them for resolution • Track, analyze, and report on customer service trends and insights, providing actionable recommendations to key stakeholders

🎯 Requirements

• Fluency in Arabic and English (although you'll primarily oversee teammates and customers that speak Arabic, our business is conducted in English) • 3+ years of experience in customer service, including at least 1 year in a leadership or supervisory role • Proven experience improving customer service processes and driving customer satisfaction metrics • Experience in high-volume support environments such as e-commerce, marketplace, or fintech • Experience supporting customers in the MENA region or applying knowledge of customer behavior and digital commerce trends across the region • Strong coaching skills and experience managing the performance of frontline support teams • Experience working cross-functionally to resolve escalations and operational issues • Availability to work day or night shifts.

🏖️ Benefits

• Build awesome, industry-changing products every day • Grow with a VC-backed startup • Work remotely with international teammates • Own shares in the Company - enabling you to benefit from the value you create • Awesome equipment: Get everything you need to work effectively • Remote working allowance: Put an additional $600 / year to optimise your WFH experience • Learning and development: Attend courses, conferences and training events • Birthday leave: Enjoy a paid day off on your special day