CRM & Technical Support Team Leader

About the Role

KOON is seeking a CRM & Technical Support Team Leader to join our team in Riyadh, Saudi Arabia. This full-time role involves leading the support and customer service team, managing support operations through the CRM system, and coordinating with the programming and development team to ensure efficient problem resolution and enhance customer experience. The salary for this position will be determined based on experience and qualifications.

Key Responsibilities

• Lead and manage the technical support and customer service team.
• Distribute tasks and tickets among team members and monitor their completion.
• Set and monitor Key Performance Indicators (KPIs) and Service Level Agreements (SLAs) for the support team.
• Follow up on tickets and issues, ensuring timely resolution.
• Handle complex technical issues and escalate them to the programming team when necessary.
• Coordinate between the support team, customers, and the development team.
• Analyze recurring problems, identify root causes, and propose solutions.
• Train team members and continuously improve their performance.
• Prepare periodic reports on team performance, ticket volume, response times, and resolution times.
• Supervise the use of the CRM system and ensure all customer requests are recorded and documented.
• Test updates and new features related to the system before their launch.
• Develop technical support and customer service procedures and policies.
• Build a knowledge base for solutions and recurring problems.
• Contribute to improving customer experience and service quality.

Essential Requirements

• 3-5 years of experience in technical support, systems support, or SaaS/CRM.
• Practical experience in leading a technical support or customer service team.
• Ability to manage a team, distribute tasks, and monitor performance.
• Experience in using CRM and Ticketing/Helpdesk systems.
• Good understanding of diagnosing technical problems and dealing with bugs.
• Ability to communicate and coordinate with programming and development teams.
• Strong communication, customer service, and problem-solving skills.
• Proficiency in Arabic and English languages.
• High ability to organize, follow up, and work under pressure.

Preferred Experience

• API / REST API
• Webhooks
• JSON
• SQL
• Postman
• Reading and analyzing Logs
• SaaS systems
• Experience with technology or FinTech companies.
• Experience with e-commerce and digital platforms.

Candidate Profile

We are looking for a candidate who is both a leader and technically proficient, capable of managing a team, following up on tickets, understanding and attempting to solve problems, escalating issues to programmers when necessary, following up on solutions, and ensuring customer satisfaction. Previous experience in building or developing a support team and establishing clear work mechanisms and performance measurement is preferred.