Customer Experience & Support Manager

About the role

Moeen, a fast‑growing Libyan mobility and logistics platform, is seeking a Customer Experience & Support Manager to build and lead its customer support function from the ground up. This role goes beyond traditional call‑center management, focusing on designing processes, coaching teams, and continuously improving the end‑to‑end customer journey for both riders and drivers.

Key responsibilities

• Design and implement customer support processes, SOPs, workflows, and service standards.
• Recruit, lead, and develop a high‑performing Customer Support team.
• Monitor service quality, coach agents, and ensure compliance with KPIs such as CSAT, SLA, and response times.
• Analyze feedback, complaints, and operational trends to identify improvement opportunities.
• Collaborate with Operations, Product, and Engineering to enhance the overall customer experience.
• Create and maintain knowledge bases, support documentation, and internal playbooks.
• Evaluate and implement CRM, Help Desk, AI, and other support technologies.

Required profile

• 5+ years of experience in customer experience, support, operations, or a related leadership role.
• Proven track record of building and scaling customer‑facing teams.
• Strong analytical and problem‑solving abilities.
• Experience designing operational processes and improving customer journeys.
• Excellent communication and leadership skills with a hands‑on mindset.

Required skills

• Familiarity with CRM platforms.
• Experience with Help Desk software.
• Knowledge of AI‑powered customer support tools and automation.

What we offer

• Opportunity to shape a core function in a high‑growth startup.
• Impact thousands of daily users across Libya.
• Collaborative environment with cross‑functional teams.