Customer Success Lead (Dubai)

About us

• Mamo is a Fintech startup headquartered in Dubai, UAE. We build payment and financial solutions for SMEs. Mamo’s flagship product is Mamo Business and is used by hundreds of SMEs across the UAE. Mamo has 13 investors including KSK Angel Fund and AlRajhi Partners. Mamo has raised $9.5M.

About the role

• The primary job of a Customer Service Lead is to address customer issues and resolve them in a timely and efficient manner. You will interact with customers on a variety of channels such as phone, email, and social media, and ensure that all customer concerns are being dealt with immediately, for customers.

Responsibilities

• Customer success - Own the entire relationship cycle with high value customers, this would include onboarding, building rapport, identifying areas of upselling, documenting and ensuring high retention rates. 
• Adoption, Retention and Engagement - Drive adoption through customer segmentation, customer journey mapping, and engagement plans. Measure health score, track customer satisfaction using tools like NPS, and create playbooks to document required action steps based on collected results. Reduce churn by developing a risk framework to manage risk and identify churn signals in advance.
• Troubleshoot problems for high-value customers - Handle customer support queries for high-value customers and effectively resolve support-related issues. As we increase our customer base, we may segregate this responsibility from the CS role.
• Take ownership of the Help Center (HC) content and knowledge base - Make sure HC is always up to date and involve other team members with any specific content needs that require additional support.
• Other responsibilities:
• Deliver key insights and recommendations to all stakeholders and partners.
• Create and present timely performance reports to relevant stakeholders while communicating messages in a simple, clear, unambiguous, relatable, and digestible manner to varying audiences.
• Build all Customer service data dashboards (executive views, manager views, etc).
• Act as an advocate to the customer and be the voice of the customer internally.

Requirements

• 4+ years equivalent experience with CX transformation with hands on CX operations and service experience.
• A passionate energy for customer experience and amplifying our team culture.
• You are endearing in your nature, you are radically empathetic and compassionate while being an exemplary listener.
• Proven experience leading teams, driving adoption and engagement, and leveraging CX best practice.
• Experience efficiently managing teams remotely in different geographies.
• Excellent data-driven decision-making skills that feed into the internal organisation.
• Proactive customer value realization mindset vs. reactive issue resolution mindset.
• Someone who keeps ahead of the curve, equally creative, strategic and analytical.
• Innovative and thinks out of the box.
• Excellent written and spoken communication in English.

We offer

• Equity, that's right we want you to have skin in the game (full-time team members).
• Competitive salaries that are revisited yearly or each time we raise funding.
• Top-tier medical insurance, so that you are your best at work (full-time team members).
• Endless training opportunities, our philosophy here is simple: learn, grow and share.
• Rest up and come back refreshed with up to 25 paid days off in addition to statutory leave (full-time team members).