Lead , Customer Care

Who Are We❓

Step into the world of Mrsool where convenience meets innovation! As one of the largest delivery platforms in the Middle East and North Africa (MENA) region, Mrsool has captivated users with its unique and seamless experience, earning it the highest ratings among all major delivery platforms on both Apple's App Store and Google's Play Store.

What sets Mrsool apart is its commitment to providing an unmatched "order anything from anywhere" experience. Using Generative AI, we analyze customer instructions in real-time and search across 100,000+ restaurants and stores to find exactly what they need. Our cutting-edge technology, combined with a vast fleet of dedicated on-demand couriers, ensures fast and reliable delivery no matter how far or remote the location may be.

But don’t just take our word for it Mrsool is consistently rated among the highest of all major delivery platforms, earning top reviews on both the Apple App Store and Google Play Store. Our commitment to a flawless, personalized experience has earned the trust of millions across the region, making Mrsool the go-to delivery app for a generation that demands both convenience and excellence.

Whether it's a late-night craving, a forgotten item, or a special gift for a loved one, Mrsool is here to deliver, quite literally. We take pride in the convenience we offer, empowering you to get what you need when you need it, all at the tap of a button.

The Job in a Nutshell 💡

We are looking for a proactive and people-focused Customer Care Team Lead to join our Live Chat support team at MRSOOL in Saudi Arabia. In this role, you will lead a team of customer care agents, ensuring high-quality support, fast response times, and an outstanding customer experience across our live chat channels.

What You Will Do💡

• Lead, coach, and support a team of Customer Care agents handling live chat interactions
• Monitor team performance and ensure KPIs and SLAs are consistently met
• Provide real-time support and guidance to agents during shifts
• Handle escalations and resolve complex customer issues efficiently
• Analyze performance metrics and identify areas for improvement
• Conduct regular feedback sessions and performance reviews
• Collaborate with internal teams to enhance customer experience and processes
• Ensure adherence to company policies, tone of voice, and quality standards

Requirements:
What Are We Looking For ❓

• Previous experience in Customer Care or Customer Support (preferably in live chat)
• Proven experience in a leadership or team lead role
• Strong communication skills in Arabic and English
• Ability to manage performance, motivate teams, and drive results
• Strong problem-solving and decision-making skills
• Experience with customer support tools and CRM systems is a plus
• Ability to work in a fast-paced, dynamic environment

Benefits:
What We Offer You❗

• Inclusive and Diverse Environment: We foster an inclusive and diverse workplace that values innovation and provides flexibility.
• Competitive Compensation: Our compensation packages are competitive and include potential share options for certain roles.
• Personal Growth and Development: We are committed to your professional development, offering regular training and an annual learning stipend to help you advance your career in a fast-paced, dynamic environment.
• Autonomy and Mentorship: You’ll enjoy a degree of autonomy in your role, supported by mentorship and ambitious goals that drive both your personal success and the company's growth.

Working Hours: 5 days a week, 8 working hours and 1 hour lunch break.