Customer Support Manager

Yassir
Tunis
Workplace: OnsiteFull timeFunction: Customer Support (Service Desk)Experience: 3-5 yearsSkills: ["Leadership","Organizational rigor","Analytical mindset","Results orientation","Communication"]

Lead and manage the Customer Support team activity, ensuring daily coaching of agents and high service quality across both platforms. Own KPI definition and performance monitoring, oversee real-time operations, and intervene when needed. Structure and continuously improve customer support processes, training, and reporting. Manage customer complaints and post-sales service, drive quality assurance through call/evidence monitoring, and identify improvement actions.

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FursaFursa
Yassir
Yassir
4 days ago

Customer Support Manager

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

Source: Company careers pageValidated by: Fursa AI
Last checked: 20 hours agoStatus: Live

Job Summary

Lead and manage the Customer Support team activity, ensuring daily coaching of agents and high service quality across both platforms. Own KPI definition and performance monitoring, oversee real-time operations, and intervene when needed. Structure and continuously improve customer support processes, training, and reporting. Manage customer complaints and post-sales service, drive quality assurance through call/evidence monitoring, and identify improvement actions.
Location: Tunis
Workplace: Onsite
Employment Type: Full time
Job Function: Customer Support (Service Desk)
Seniority: Manager level

Key Responsibilities

  • •Assurer le suivi et le contrôle de l’activité des équipes CS.
  • •Superviser et accompagner les agents au quotidien, et mettre en place les formations nécessaires.
  • •Créer, améliorer et mettre à jour les process et procédures, puis structurer davantage le Customer Support.
  • •Définir et suivre les KPIs et objectifs de performance, assurer le suivi en temps réel et intervenir en cas de besoin.
  • •Gérer et suivre les réclamations clients et le service après-vente, contrôler la qualité des échanges et identifier les points d’amélioration.

Pay and Benefits

Perks:Health InsuranceLearning Budget

Key Requirements

  • •3 à 5 ans d’expérience dans le Customer Support / Service Client.
  • •Expérience en management d’équipe.
  • •Expérience en centre d’appels, plateforme de livraison, environnement e-commerce (ou similaire) appréciée.
  • •Bonne maîtrise du suivi des KPIs et des objectifs de performance, avec outils de reporting et analyse.
  • •Bonne capacité de communication en français et en anglais.
Experience:3-5 yearsCustomer supportCall centerE-commerceDelivery platform
Skills:LeadershipOrganizational rigorAnalytical mindsetResults orientationCommunication
Languages:FrenchEnglish
Tech Stack:ExcelGoogle Sheets

Company Brief

Yassir
Yassir is a North African super app offering ride-hailing, delivery, and fintech services. It connects riders, couriers, and merchants through a mobile platform focused on emerging markets across Africa.
Industry: Mobility Platforms
Company Size: Large (251 to 1,000 employees)
Growth: Scaleup
Headquarters: Algiers, Algeria
Founded: 2017
Website