Customer Happiness Team Lead

Customer Happiness Team Lead

At Malaeb, we dont just serve our players and pitch owners, we WOW them. The Customer Happiness Lead is the force behind creating breathtaking moments. This role goes beyond support; its about going above and beyond through hospitality and exceptional, proactive, and personalized service. 

Job Description 

1. Wow Factor Ownership 

• Lead initiatives that transform routine interactions into unforgettable experiences. 
• Identify opportunities for breathtaking moments and ensure they are consistently delivered.
• Monitor moments feedback to measure the impact of the CH team on customers and pitch owners. 

2. Team Leadership & Coaching 

• Conduct regular training and coaching sessions focused on empathy, proactive problem-solving, and identifying the wow moments. 
• Set team KPIs aligned with customer satisfaction, retention, and response quality. 
• Set team OKRs that align with the company's goals. 
• Level up the quality standards and ensure compliance. 

3. Customer Happiness Operations 

• Oversee daily CH operations, including handling escalations and ensuring service SLAs are met. 
• Collaborate with the companys teams to create unifi ed customer journeys. 
• Maintain and optimize support channels (chat, email, phone, social media, and internal communication tools). 

4. Insights & Continuous Improvement 

• Track and analyze customer feedback and root cause analysis to recommend process and product improvements.
• Translate customer insights into actionable strategies that drive loyalty and reduce churn. 
• Own monthly reporting on customer happiness, OKRs, KPIs, including CSAT, and Wow Factor moments. 

5. Automation & Effi ciency

• Identify opportunities to automate repetitive tasks while preserving the human Wow Factor. 
• Collaborate with dev teams to enhance the companys internal tools and ticketing systems to elevate the customer experience.

Qualifi cations 

• Minimum 3-5 years of experience in leading high-performing customer experience or support teams. 
• A genuine passion for customer satisfaction, loyalty building, and delivering exceptional service experiences. 
• Strong analytical capabilities with the ability to translate customer feedback and data into strategic improvements. 
• Profi cient in using customer support platforms, ticketing systems, and automation workfl ows to optimize service delivery. 
• Exceptional communication skills, with a high degree of empathy and emotional intelligence. 
• Proven leadership qualities with a track record of inspiring and developing team members.