Customer Care Manager

About Bosta:  Launched in 2017, Bosta is an overnight delivery provider for E-commerce companies in Egypt and KSA. Leveraging technology to empower businesses is what we do best. Our goal is to disrupt the logistics industry by bringing technology and experience all together to provide a one-stop-shop for delivery solutions.    We rely on advanced technology to deliver orders to our customers in a fast way. Businesses can track and connect with couriers and follow up on their orders - all in one system.   About the role: Job Code: Incremental 2026CX-060  As a Customer Care Senior Manager, you will oversee a team of approximately five Team Leaders responsible for managing both voice and non-voice support channels within our company. If you are a highly motivated individual with a passion for delivering exceptional customer support, we would love to hear from you.

What you will do ?

• Lead and manage a team of Team Leaders, providing guidance, support, and mentorship to ensure optimal performance and professional development.
• Develop and implement strategies to achieve KPIs, such as customer satisfaction, response time, first contact resolution, and other relevant metrics.
• Collaborate with cross-functional teams, including Operations, Sales, and Product, to continuously improve customer support processes and enhance customer experience.
• Analyze customer feedback and identify areas for improvement, implementing necessary measures to address concerns and enhance customer satisfaction.
• Maintain a customer-centric approach throughout all support channels, ensuring prompt and effective resolution of customer issues and inquiries.
• Monitor and evaluate team performance, providing regular feedback and coaching to ensure individual and team success.
• Stay updated on industry trends, best practices, and emerging technologies in customer support and e-commerce/shipping industries.
• Maintain a positive and collaborative work environment, fostering strong teamwork and employee engagement.
• Prepare reports and present performance data to senior management, highlighting achievements and areas requiring attention.

Who are you?

• Minimum 5 years of experience in managing a customer support team, preferably in the e-commerce/shipping industry.
• Proven track record of successfully achieving KPIs and improving customer satisfaction metrics.
• Strong leadership skills with the ability to motivate and inspire teams towards achieving common goals.
• Excellent communication and interpersonal skills, with the ability to build relationships and effectively collaborate with internal and external stakeholders.
• Analytical mindset with the ability to analyze data, identify trends, and make data-driven decisions.
• Customer-centric approach with a strong focus on delivering exceptional customer service.
• Proficiency in using customer support software and tools.