قائد فريق خدمة العملاء

Company Description Trimize is Egypt’s first premium men’s grooming e‑commerce brand, specializing in safe, injury‑proof body trimmers for sensitive‑area grooming. The company’s flagship devices feature ceramic and stainless‑steel blades, a waterproof ergonomic design, and gentle‑touch technology to provide a reliable and comfortable grooming experience. Trimize offers a 1‑year warranty and an injury protection guarantee, emphasizing product quality and customer trust. As a growing brand, Trimize focuses on innovation, customer satisfaction, and building a strong presence in the online grooming market.

Role Description The Customer Service Team Lead will oversee daily customer support operations, ensuring timely, accurate, and empathetic responses to customer inquiries and concerns. This full-time, on-site role in Alexandria, Egypt includes supervising a team of customer service representatives, monitoring performance, and providing coaching and feedback. The Team Lead will handle escalated issues, review customer interactions, and implement service standards to improve customer satisfaction and retention. Responsibilities also include collaborating with other departments to relay customer feedback, optimizing processes, and preparing regular reports on service quality and team productivity.

Qualifications

• Strong customer-facing skills, including Customer Service, Customer Support, and Customer Satisfaction.
• Experience in Customer Service Management, including leading teams and overseeing service operations.
• Excellent Communication skills, both written and verbal, with the ability to handle sensitive topics professionally.
• Proven ability to coach, mentor, and motivate team members in a fast-paced environment.
• Solid problem-solving and conflict-resolution skills with a focus on customer-centric solutions.
• Comfort with using customer support tools, ticketing systems, and basic reporting in spreadsheets or CRM platforms.
• Prior experience in e-commerce, retail, or consumer products is beneficial.
• Relevant diploma or degree in Business, Communications, or a related field is preferred.