Manager, Customer Support (noon minutes)

Manager role overseeing 24x7 customer support across email and chat for noon minutes, based on-site in Giza, Egypt. It focuses on SLA/KPI performance, escalations, workforce planning, reporting, and team development for high-volume e-commerce support.

• Manage 24x7 support across email, chat, and digital channels
• Drive SLAs and KPIs including CSAT, FRT, AHT, backlog, and quality
• Conduct audits, monitor CSAT feedback, and manage escalations
• Identify automation and self-serve opportunities
• Handle workforce management, rostering, shift planning, and leave planning
• Support hiring, onboarding, and ramp-up of agents and team leads
• Prepare daily, weekly, and monthly reports and insights for CS leadership
• Prepare root cause analyses for complex complaints and drive fixes

• 5-7 years in BPO/contact center operations
• Experience managing high-volume, multi-channel support operations
• Experience with Zoho, Freshdesk, QA, and analytics tools
• MIS reporting, SLA governance, and process compliance skills
• Excellent English written and oral communication
• Strong analytical and crisis management capabilities
• Project management and data analysis skills, including SQL
• High commitment, availability, and accountability

noon is a Middle East consumer-commerce platform (marketplace, noon minutes quick-commerce, food and fintech). It has operated in Egypt since 2019, with a head office in Sheikh Zayed and customer support operations in Giza.