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Role Overview
The CX Support Supervisor leads a team of customer experience agents across all support channels in a fast-paced ride-hailing environment. This role serves as the link between frontline agents and CX leadership — ensuring every rider and driver inquiry is handled with speed, quality, and consistency.
This role owns daily operations, team performance, escalation handling, and continuous improvement across multiple countries and locations. It requires someone who can lead under pressure, coach with purpose, and think analytically about how to drive measurable improvements in team performance.
Key Responsibilities
Team Leadership & Scheduling
• Supervise daily activities of CX agents across in-app chat, email, and all active support channels.
• Manage scheduling, shift coverage, and attendance to ensure continuous team operations across all required hours.
• Set clear expectations and hold the team accountable to quality, process, and conduct standards.
Performance & Quality Management
• Monitor team and individual performance against agreed KPIs including SLAs, CSAT, and AHT.
• Conduct regular QA audits on case handling; deliver structured, actionable coaching and feedback to agents.
• Identify skill gaps and design targeted improvement plans in coordination with the CX Manager.
• Prepare weekly and monthly performance reports for CX leadership.
Escalation & Case Management
• Own complex escalations involving riders, drivers, or third-party partners — ensuring swift, fair, and documented resolution.
• Review and authorize refunds, fare adjustments, and goodwill compensations within defined policy thresholds.
• Ensure proper case documentation, tagging, and tool usage across all channels.
Cross-Functional Collaboration
• Act as the escalation bridge between CX agents and internal teams (Operations, Product, Tech) to address recurring bugs, policy gaps, or service failures.
• Coordinate with outsourced support partners where applicable to ensure consistent quality and process alignment.
• Provide structured feedback to Product and Ops teams based on frontline issue patterns.
Process Improvement & Onboarding
• Identify process gaps and inefficiencies; propose and implement practical solutions.
• Support onboarding and ramp-up of new agents, including process walkthroughs, tool training, and early performance monitoring.
• Maintain SOPs and agent-facing knowledge base content as policies evolve.
Requirements
Experience: 5–7 years in customer support; minimum 2–3 years in a supervisory role
Industry: Ride-hailing, mobility, gig economy, or high-volume service operations strongly preferred
Education: Bachelor’s degree preferred; equivalent professional experience considered
Languages: Fluency in Arabic and English — spoken and written, both required
Systems: Familiarity with ticketing platforms (e.g. Zendesk, Freshdesk) and reporting dashboards (e.g. Looker, Metabase)
Availability: Standard business hours: must be available for urgent escalations outside standard hours as needed
Skills & Competencies
• Confident, calm leadership in high-volume, high-pressure environments.
• Structured coaching and performance feedback — able to develop agents at different levels.
• Data literacy: reading KPI dashboards, identifying trends across case volumes.
• Root cause analysis of escalations and recurring service failures.
• Clear communication across agents, peers, and senior leadership.
• Detail-oriented case management and process adherence.
• Continuous improvement mindset — always looking for a better way.