Savana is seeking a Customer Experience Lead to oversee and elevate our customer care operations. In this role, you will lead a team of dedicated agents, drive customer satisfaction goals, and collaborate with internal teams to transform feedback into meaningful improvements. The ideal candidate is proactive, data-driven, and tech-savvy, with the ability to balance operational oversight and strategic innovation to deliver a seamless customer journey.
Key Responsibilities
– Monitor performance indicators: response times, resolution rates, and satisfaction scores.
– Recommend adjustments and share insights with internal teams.
– Lead, mentor, and motivate customer care agents.
– Plan and manage shift schedules to ensure full coverage.
– Handle complex or high-priority customer escalations.
– Ensure consistent, professional customer interactions.
– Provide regular feedback and coaching sessions to agents.
– Identify opportunities to streamline workflows and adopt new tools.
– Suggest process improvements and efficiency enhancements.
– Prepare concise weekly and monthly performance reports.
– Highlight trends, successes, and areas for improvement to stakeholders.
– Act as the “voice of the customer” when working with internal teams.
– Share feedback and collaborate to implement customer-focused improvements.
Required Skills & Qualifications:
– Fluent in English, Arabic and Kurdish
– 3+ years in customer support, customer experience, or operations roles.
– 1–2 years in a supervisory or team lead position.
– Comfortable with learning and using new digital tools and support platforms.
– Strong interpersonal and communication skills
– Customer-focused, resourceful, and proactive problem solver.
– Good Knowledge in Excel/Google Sheets skills for tracking metrics.
– Adaptable, eager to learn, and open to continuous improvement.
More Information
- How to apply How to Apply Send your updated CV to [email protected] Please write “Customer Service Team Leader – Erbil” in the subject line
