Partner Support Team Lead

Position Title

Partner Support Team Leader

Reports To

Partner Support Manager

Position Summary

As a Partner Support Team Leader, you will play a pivotal role in shaping and delivering a standout customer experience that sets us apart. Leading a team of frontline technical support agents, you will ensure every customer interaction is handled with care, expertise, and efficiency, building trust and long-term value.

You’ll guide and develop your team to exceed performance, quality, and customer satisfaction targets through clear direction, ongoing coaching, and regular one-to-ones. By fostering a culture of accountability and continuous improvement, you’ll empower the team to resolve complex issues, manage escalations effectively, and deliver support that reflects our commitment to excellence.

This role is critical to the success of our organisation, driving loyalty, reinforcing our reputation, and helping us deliver on our promise of a truly differentiated customer experience.

Key Responsibilities

• Inspire and lead a high-performing team of Contact Centre Agents, fostering a culture focused on accountability, customer obsession, and continuous improvement.
• Coach and develop team members through regular 1:1s, constructive feedback, and tailored development plans to enhance performance and customer outcomes.
• Monitor individual and team KPIs, including productivity, quality, first contact resolution, attendance, AHT, and CSAT, using data to drive improvements that elevate the customer experience.
• Identify skills gaps and training needs, partnering with the Training team to deliver impactful learning and upskilling programs that build confidence and capability.
• Manage real-time operations, ensuring optimal queue management, schedule adherence, and service level achievement across all support channels (phone, chat, email).
• Oversee daily workflow and task distribution to maintain seamless, timely, and effective customer interactions.
• Act as an escalation point for complex or sensitive customer issues, demonstrating strong problem-solving and customer advocacy to drive resolution and retention.
• Conduct regular QA checks, including call/chat monitoring and email reviews, to ensure compliance with quality standards and identify coaching opportunities.
• Track and manage time accountability, including agent hours, breaks, and adherence to attendance policies (e.g., Bradford Factor monitoring).
• Analyze performance trends and operational data to surface insights, recommend enhancements to tools and processes, and improve customer and agent experiences.
• Champion best practices by implementing and upholding company policies, service standards, and quality expectations.
• Deliver clear and insightful reporting on team performance, customer impact, and opportunities to the Leadership team.
• Lead workforce management activities, including scheduling, time-off approvals, and ensuring adequate coverage across shifts.
• Support hiring, onboarding, and performance management processes to build and maintain a strong, customer-focused team.
• Leverage data and customer feedback in daily decision-making, sharing insights across the organisation to influence broader CX improvements.

Desired Qualifications

• Bachelor’s degree in Business administration or a relevant field
• Fluency in both English and Arabic, with exceptional writing and speaking skills in both languages
• Advanced proficiency in using CRM systems.

Expected years of experience

• 3+ years of experience in managing teams in customer service or support, preferably B2B.

Skills

• Inspirational Leadership: Proven ability to lead, motivate, coach, and develop diverse, high-performing teams in a customer support or contact centre environment.
• Customer-Centric Mindset: Deep commitment to delivering exceptional, human-centered customer experiences, with a passion for resolving issues in a way that builds loyalty and trust.
• Bilingual Communication: Fluent in English and Arabic, with excellent verbal and written communication skills that enable clear, empathetic, and effective interactions with customers and colleagues.
• Analytical Thinking: Skilled in interpreting performance metrics, identifying trends, and using data-driven insights to guide decision-making and continuous improvement.
• Calm, Decisive Problem Solving: Strong critical thinking skills with the ability to manage escalations and resolve complex issues quickly and diplomatically.
• Organisational Agility: Exceptional time management and prioritisation skills, with the ability to stay focused and organised in a fast-paced, high-volume environment.
• Tech-Savvy: Proficient in Microsoft Office Suite, Google Workspace, and customer support platforms such as Zendesk, with the ability to learn and adapt to new systems quickly.
• Adaptability & Resilience: Comfortable with change, ambiguity, and shifting priorities - able to manage competing demands while maintaining focus on team goals and customer outcomes.
• Collaboration & Influence: Able to work cross-functionally and influence stakeholders at all levels to improve processes and enhance the overall partner and customer experience.

Behavioral competencies 

• Customer Obsession: Puts customer needs at the centre of every decision. Champions a service culture that goes beyond issue resolution to create memorable, positive experiences.
• People Leadership: Creates an environment where individuals feel valued, supported, and empowered. Drives engagement, accountability, and high performance through coaching and clear expectations.
• Operational Excellence: Maintains strong attention to detail while managing service levels, process efficiency, and quality. Strives for consistent, reliable, and scalable team performance.
• Emotional Intelligence: Demonstrates empathy, self-awareness, and the ability to build trust and rapport with team members and customers alike, especially in challenging or high-pressure situations.
• Resilience & Agility: Maintains focus and composure under pressure. Adapts confidently to change, seizes opportunities, and remains solution-oriented in fast-paced environments.
• Collaboration & Influence: Builds productive relationships across functions. Communicates with clarity and credibility to influence others and drive shared outcomes.
• Data-Driven Decision Making: Uses data and customer insights to inform decisions, optimise team performance, and drive continuous improvement.
• Accountability: Takes ownership for results, both personal and team-based. Acts with integrity, delivers on commitments, and holds others to the same high standards.
• Strategic Thinking: Understands the broader impact of support on customer loyalty and business performance. Thinks ahead, anticipates needs, and aligns daily activity with organisational goals.