Customer Support Manager

🕒 April 22

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Lucidya | لوسيديا

WebsiteLinkedInAll Job Openings

51 - 200 employees

🤖 Artificial Intelligence

🤝 B2B

☁️ SaaS

💰 $6M Series B on 2022-01

Artificial Intelligence • B2B • SaaS

Lucidya is a company specializing in social media and online platform analytics. They provide tools and insights that help businesses understand customer sentiment, track brand reputation, and make data-driven decisions. Lucidya's solutions are tailored for engaging with the Arabic-speaking market, leveraging AI technology to process and analyze data for optimal marketing strategies.

📋 Description

• Lead, coach, and hold accountable a customer support team delivering high-quality service across chat, email, and ticketing. • Own SLAs end-to-end, monitor targets, and close gaps when they slip. • Take ownership of escalations to resolve and understand why they occurred. • Track metrics like CSAT, FRT, FCR, resolution time, SLA adherence, escalation rate, and backlog. • Design and refine support workflows, ticket routing, and escalation paths while identifying inefficiencies. • Build and maintain an accurate knowledge base and implement a QA process for team responses. • Deploy AI tools to improve interaction speed and quality, monitoring AI performance for accuracy.

🎯 Requirements

• 5+ years in customer support within a SaaS environment, and at least 2 in a leadership role. • Fluent in Arabic and English, written and spoken - this is non-negotiable. • Familiar with tools like Intercom, Jira, and AI-assisted support platforms. • Operationally minded with system thinking capabilities. • Strong communication skills with engineers, executives, and customers. • High standards for quality and team development. • Exposure to social media management, CRM, or monitoring tools is a plus.