Customer Experience Manager – Libya

About the role

We are looking for a Customer Experience Manager to lead Presto’s 24/7, multi‑channel support operation in Tripoli. You will own a team of 80+ agents, supervise specialists, and be accountable for service levels, payroll accuracy and overall customer satisfaction.

Key responsibilities

• Manage service levels across all channels (in‑app chat, ticketing, telephony) and ensure timely first‑response and resolution.
• Lead daily operating rhythm including shift handovers, supervisor stand‑ups and backlog control.
• Oversee live order interventions, retention and recovery programmes, and act as final escalation point for customer, partner and courier issues.
• Develop and execute performance‑management, quality and workforce processes for a growing department.
• Own scheduling, overtime budgeting, payroll input and ensure zero corrections after submission.
• Drive root‑cause analysis of contact drivers and work with logistics, partner management and product teams to reduce issue volume.

Required profile

• 6+ years in customer support or contact‑centre operations, with at least 2 years managing supervisors or managers.
• Experience running a 24/7, multi‑shift operation, either in‑house or via a BPO.
• Professional fluency in Arabic and English, both spoken and written.
• Based in Libya or willing to relocate to Tripoli.

Required skills

• Proficiency with a ticketing platform such as Zendesk.
• Workforce scheduling tools and advanced Excel (pivot tables, lookups, reconciliation).
• Deep knowledge of contact‑centre metrics (CSAT, FRT, AHT, QA, adherence).
• Familiarity with BI/reporting tools like Power BI, Looker and basic SQL.