Customer Experience Team leader

About Nafham by TyroTyro is an online learning platform that connects students with qualified instructors. On its mission to provide personalized, high quality online education to everyone, Tyro has recently acquired Nafham, an edtech startup with over 5 million learners focused on school curricula of Egypt, KSA, and UAE. Both companies joining forces positions Nafham by Tyro to be the largest Edutech platform in the MENA region providing both, live online tutoring as well as recorded educational video content. With this new acquisition, Nafham by Tyro is growing fast and expanding its team by hiring the best candidates in the region to fulfill different roles and responsibilities.Nafham by Tyro is hiring Customer Experience Team leadKey Responsibilities:Lead, coach, and develop the customer experience team to deliver high-quality service across all channels (phone, email, chat, social).Monitor team performance and ensure achievement of KPIs.Handle escalated customer cases and provide quick, effective resolutions.Analyze customer feedback and support data to identify trends, gaps, and opportunities for improvement.Create and implement processes, scripts, and training to enhance service consistency and efficiency.Ensure proper scheduling and workload distribution to cover business hours effectively.Report regularly on team performance, customer trends, and key insights to management.Drive initiatives to improve customer retention and loyalty.Job Requirements:Bachelor’s degree in Business, Management or related field.2-3 years of experience in customer experience, customer support, or account management.Minimum 1–2 years of team leadership or supervisory experience.Excellent problem-solving, conflict resolution, and decision-making skillsFluent in English (both written and spoken).Excellent communication skills and attention to detail.Ability to handle multiple priorities and work under pressureWhy join Nafham by Tyro?The growth of our team members is just as important as our growth as a company. That’s why we continuously invest in the learning and development of our employeesYour ideas matter! If you are a junior on an executive manager, we want to own and present your ideas with facts, data and key insights and we will help you lead and execute them to create impact to our ever growing learning communityTeamwork makes the dream work. We all work together in a collaborative yet competitive atmosphere to grow as individuals and as a companyExplore your potential. You do not have to stick to a singular set of responsibilities. We value individuals with diverse skill-set and encourage your contribution in different initiativesLast but not least, we aim to hire the best caliber in the region, that's why we provide attractive and competitive compensation packages regardless of experience