Job Description

Key Responsibilities:

• Supervise a team of technical support representatives, ensuring timely and effective resolution of customer issues.
• Act as the first point of escalation for complex technical support cases.
• Monitor team performance through KPIs, ticket response times, and customer satisfaction scores.
• Conduct regular 1-on-1s, coaching sessions, and performance evaluations.
• Collaborate with cross-functional teams to resolve persistent technical issues and relay customer feedback.
• Ensure proper documentation of troubleshooting steps, resolutions, and product knowledge in the support knowledge base.
• Assist in workforce scheduling, ticket assignment, and workload balancing.
• Train new team members and help develop support resources and documentation.
• Identify opportunities for process improvement and implement best practices in support workflows.
• Participate in hiring decisions, team meetings, and strategic planning for the support organization.
   

1-2 years of experience in customer service, preferably in a supervisory or team lead role.Fluency in German and proficiency in English, both written and spoken.Strong leadership and people management skills.Excellent communication and interpersonal abilities.Proven problem-solving and conflict resolution skills.Ability to work effectively in a fast-paced, office-based environment.Strong organizational and time management skills.Familiarity with customer service software and CRM systems.Demonstrated ability to motivate and develop team members.Flexibility to work various shifts as required.IntouchCX provides equal employment opportunities in accordance with Egyptian labor laws and regulations. IntouchCX is committed to ensuring fairness and equality in all aspects of employment and does not discriminate based on gender, origin, language, religion, creed, or disability.  IntouchCX is committed to accommodating individuals with disabilities in compliance with Egyptian labor laws and international best practices. If you require any accommodations during the application process or need more information about our accommodation policies, please contact us.  By applying to IntouchCX, the applicant consents to IntouchCX collecting, using, and retaining their personal information for purposes related to the application process and, if hired, the employment relationship.  All personal information collected will be handled with strict confidentiality and in accordance with applicable Egyptian privacy and data protection regulations.