Customer Experience Manager (Tripoli, Libya)

About the role

Presto is seeking a Customer Experience Manager to lead its 24/7 support operation in Libya. Based in Tripoli, you will own a multi‑channel service centre of 80+ agents, ensuring orders are delivered on time and issues are resolved quickly.

Key responsibilities

• Manage the end‑to‑end customer experience and support department, covering in‑app chat, ticketing, dispatch tools and telephony.
• Lead supervisors and functional specialists, overseeing daily rhythms such as shift handovers, backlog control and escalation reviews.
• Drive live order operations, handling stuck orders, courier availability and coverage gaps.
• Own retention and recovery initiatives within a managed compensation budget.
• Serve as the final internal escalation point for customer, partner and courier issues.
• Oversee hiring, onboarding, performance reviews and development plans for a growing team.

Required profile

• Proven operations leader with experience managing large, multi‑shift support teams.
• Strong track record of maintaining high service levels while scaling headcount.
• Ability to develop supervisors, implement performance and quality frameworks, and drive continuous improvement.

Required skills

What we offer

• Opportunity to lead the most senior customer experience function in a fast‑growing market.
• Full ownership of a strategic department with direct impact on customer satisfaction.