Manager, Customer Success

Abwaab

Job Overview

We re looking for a Manager, Customer Success to join our team in Cairo, Egypt. This role will manage a growing team of customer success professionals, including Team Leads and agents, across inbound sales, customer support, and after-sales operations. The ideal candidate will be passionate about delivering excellent service, improving customer journeys, and driving team performance through clear processes and coaching.

You will oversee day-to-day operations while playing a strategic role in shaping how we support students and parents from first contact to post-sale follow-up.

Key Responsibilities

• Lead and manage a team of Team Leads and frontline agents across customer support, inbound sales, and after-sales.

• Ensure high team performance by setting clear goals, monitoring KPIs, and supporting individual and team development.

• Coach and develop staff at all levels through regular feedback, training sessions, and structured performance reviews.

• Analyze and optimize customer interactions and internal workflows to improve efficiency, reduce response times, and enhance the overall customer experience.

• Track and report on operational metrics including ticket volumes, resolution time, response rates, conversion rates, and customer satisfaction.

• Handle escalations and complex issues, ensuring professional and timely resolution.

• Collaborate cross-functionally with Product, Tech, Sales, and Marketing teams to share customer insights and help shape better experiences.

• Drive initiatives to increase customer lifetime value by improving retention, upsell opportunities, and engagement across the full customer journey.

• Own after-sales experience, ensuring smooth onboarding, follow-ups, and long-term satisfaction.

• Help implement and maintain support tools and CRM systems like Zendesk to enable scalable operations.

What We're Looking For

• Proven experience as a Customer Support or Success Manager, preferably in a fast-paced or startup environment.

• Experience managing both team leads and frontline agents, with a strong track record of team development.

• Background in support operations, inbound sales, and after-sales.

• Familiarity with customer success platforms and CRM tools (e.g., Zendesk, HubSpot, Maqsam, Innocalls, etc.).

• Strong analytical and organizational skills with the ability to turn data into action.

• Excellent written and verbal communication in both Arabic and English.

• A customer-first mindset with a focus on long-term satisfaction and retention.

• Passion for education and impact, with a flexible and growth-oriented attitude.

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