Customer Care Manager – Partner Success

Classera
Cairo
Workplace: OnsiteFull timeFunction: Customer Success & Account ManagementExperience: 5-7 yearsSkills: ["Leadership","Stakeholder management","Complaint management","Analytical skills","Communication"]

Improve the end-to-end partner and customer experience for a smart learning platform. You’ll lead customer care initiatives, monitor satisfaction and platform adoption, manage complaints and escalations, and analyze feedback to drive improvement. Partner closely with Partner Success, Product, Implementation, Technical Support, and Operations to resolve issues. Build and maintain activation standards, SOPs, playbooks, and experience reports while coaching the Customer Care team to support retention and renewals.

Loading

Loading job details...

Preparing the role view and application actions.

FursaFursa
Classera
Classera
2 days ago

Customer Care Manager – Partner Success

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI
Last checked: 10 hours agoStatus: Live

Job Summary

Improve the end-to-end partner and customer experience for a smart learning platform. You’ll lead customer care initiatives, monitor satisfaction and platform adoption, manage complaints and escalations, and analyze feedback to drive improvement. Partner closely with Partner Success, Product, Implementation, Technical Support, and Operations to resolve issues. Build and maintain activation standards, SOPs, playbooks, and experience reports while coaching the Customer Care team to support retention and renewals.
Location: Cairo
Workplace: Onsite
Employment Type: Full time
Job Function: Customer Success & Account Management
Seniority: Manager level

Key Responsibilities

  • •Develop and execute customer journey and satisfaction plans for partners and customers.
  • •Monitor customer satisfaction, engagement, and platform adoption, including complaint and escalation handling.
  • •Analyze customer feedback and recommend actions to improve service quality and engagement.
  • •Develop and maintain standards, SOPs, and playbooks for customer activation processes and communications.
  • •Coordinate with internal teams to resolve service and platform-related issues and prepare experience reports/dashboards.

Key Requirements

  • •5–7 years of experience in Customer Care, Customer Experience, Customer Success, or Partner Success.
  • •Minimum 2 years in a supervisory or managerial position.
  • •Experience in developing customer journey plans and customer activation SOPs/standards/playbooks.
  • •Strong complaint management, reporting, and analytical skills.
  • •Excellent Arabic and strong professional English, with leadership and stakeholder management skills.
Experience:5-7 yearsEdTechSaaSTechnologyEducation
Skills:LeadershipStakeholder managementComplaint managementAnalytical skillsCommunication
Languages:ArabicEnglish

Company Brief

Classera
Provides a cloud-based learning management system and digital education platform for schools, universities, and training organizations. Its software supports online classrooms, assessments, communication, and school operations across the Middle East and beyond.
Industry: EdTech
Company Size: Large (251 to 1,000 employees)
Growth: Scaleup
Headquarters: Riyadh, Saudi Arabia
Founded: 2012
WebsiteLinkedIn