Customer Care Manager
Envision Employment Solutions is currently looking for a Customer Care Manager for one of our partners, a leading Digital Bank!
THE ROLE
You run the front line. When a customer messages or calls the digital bank, the team you lead is who answers, and whether their problem is solved in one contact or handed cleanly to a specialist comes down to how well you have built and coached that team. In a bank people are meant to belong to, you are the human proof that the digital bank is there when it matters.
WHAT YOU’LL DO
- Run daily support operations across chat and phone, with real time queue monitoring and shift coverage that holds through peaks, incidents, outages and campaigns
- Lead the customer support analysts to hit service levels, quality standards and first contact resolution, coaching them through regular QA sampling and structured feedback
- Hold every interaction to the SOPs and the knowledge base, and make sure cases needing investigation are logged and routed correctly
- Track open cases, aged tickets, handoffs and follow up until each one is closed, so nothing ever goes quiet on a customer
- Escalate fraud, payments, complaints, vulnerable customer and high risk cases cleanly to the right specialists, from the Complaints Handling Unit to the anti fraud risk unit and Compliance
- Build the training material and the coaching that lifts customer satisfaction and first contact resolution as the team scales
WHAT WE’RE LOOKING FOR
- 5 to 7 years in customer support, including leading or supervising a team, in a regulated financial services or fintech environment
- A track record lifting customer satisfaction, first contact resolution and service levels across chat and phone using CRM and support tooling
- The judgement to know which cases resolve at first contact and which must go to a specialist
- A structured approach to QA sampling, coaching and building knowledge bases and standard operating procedures
- Exposure to financial crime, payment disputes or complaint handling workflows is valuable, not essential
YOU’LL THRIVE HERE IF YOU
- You believe a customer’s problem solved in one contact is worth more than ten polished replies
- You’d rather fix the reason cases escalate than clear the queue and move on
- You coach in the moment, because the team is only as good as its last hard call
- You want to build the front line a bank is judged by
As published by workable
First name, Last name, Email, Headline, Phone, Address, Photo, Education, Experience, Summary, Resume, Cover letter
- How did you hear about us? choose one
- If you were referred to this role by a recruiter, please provide their name. written answer
- Are you currently based in Egypt? If not, are you willing to relocate to Egypt for this role? choose one
- This is a full time, on site role. Are you comfortable and available to work on site? yes / no
- How would you rate your English proficiency (written and spoken)? written answer
- Do you have 5 to 7 years of experience in customer support, including leading or supervising a team? yes / no
- Has this experience been within a regulated financial services or fintech environment? yes / no
- Do you have experience managing support operations across both chat and phone channels? yes / no
- Do you have hands-on experience with CRM or support tooling? yes / no
- Describe your experience running daily support operations across chat and/or phone, including managing shift coverage and real time queue monitoring. written answer
- Tell us about a time you improved first contact resolution or customer satisfaction. What did you change and what was the result? written answer
- Walk us through how you coach a team through QA sampling and structured feedback. What does that process look like? written answer
- Describe how you decide which cases should be escalated to a specialist team (e.g., fraud, complaints, compliance) versus resolved directly. written answer
- Tell us about a time you identified why cases kept escalating and fixed the root cause rather than just clearing the queue. written answer
- What experience do you have building or maintaining knowledge bases and standard operating procedures (SOPs) for a support team? written answer
- Do you have any exposure to financial crime, payment disputes, or complaint handling workflows? If so, briefly describe it. written answer
- What is your current monthly net salary? written answer
- What are your expected monthly net salary requirements? written answer
- When can you start? (Notice Period) written answer