Customer Care Team Leader

Delivery Hero
Riyadh
Workplace: OnsiteFull timeFunction: Administration & Executive AssistanceExperience: 2-3 yearsEducation: bachelorsSkills: ["Communication","Leadership","Team building","Problem-solving","Coaching"]

Lead and manage contact center agents to ensure smooth operations, customer delight, and timely resolution of complaints. Drive agreed targets and KPIs by overseeing customer interactions via ticketing, chats, non-live cases, and outbound voice support. Monitor performance and quality, handle escalations, identify training needs, and improve workflows. Produce MIS reports, interface with IT/HR/Training/Quality, and support agent development through coaching, mentoring, and hands-on assistance.

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Delivery Hero
Delivery Hero
3 days ago

Customer Care Team Leader

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Source: Company careers pageValidated by: Fursa AI
Last checked: 1 hour agoStatus: Live

Job Summary

Lead and manage contact center agents to ensure smooth operations, customer delight, and timely resolution of complaints. Drive agreed targets and KPIs by overseeing customer interactions via ticketing, chats, non-live cases, and outbound voice support. Monitor performance and quality, handle escalations, identify training needs, and improve workflows. Produce MIS reports, interface with IT/HR/Training/Quality, and support agent development through coaching, mentoring, and hands-on assistance.
Location: Riyadh
Workplace: Onsite
Employment Type: Full time
Job Function: Administration & Executive Assistance
Seniority: Manager level

Key Responsibilities

  • •Manage the contact center agents and teams to ensure operations run smoothly and planned
  • •Ensure customer satisfaction by providing satisfactory responses and resolving complaints in a courteous and timely manner
  • •Manage customer interactions through ticketing, chats, non-live cases, and outbound voice contact via the team
  • •Monitor and review performance metrics (attendance, quality) and take corrective actions for underperformance
  • •Interface with IT/HR/Training/Quality, handle escalations, collate data, and generate MIS reports while driving continuous improvement

Key Requirements

  • •2-3 years of relevant experience
  • •Bachelor’s degree in a relevant field is required
  • •Good communication skills
  • •Ability to manage and guide direct reports to perform functional operations according to policies and procedures
  • •Experience monitoring performance/quality metrics and improving customer interactions
Experience:2-3 yearsCustomer serviceContact center
Education:Bachelor's
Skills:CommunicationLeadershipTeam buildingProblem-solvingCoaching
Languages:English
Tech Stack:TicketingChatMIS reporting

Company Brief

Delivery Hero
Global online food-ordering and local delivery platform operating multiple regional brands (e.g., Foodpanda, Glovo, Talabat) across 50–70+ countries, supplying food and quick-commerce deliveries via marketplace and logistics services.
Industry: Online Marketplaces
Company Size: Enterprise (1,001+ employees)
Revenue: USD 1B+
Growth: Public Company
Valuation: Public Company (Market Cap in USD)
Funding: IPO / Publicly Listed
Headquarters: Berlin, Germany
Founded: 2011
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Glassdoor: 3.4
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