Customer Service Team Leader

Overview

Jamjoom Fashion is a leading regional fashion retail group with a strong portfolio of lifestyle and fashion brands across the Middle East. Delivering exceptional customer experiences is central to our success, and our Digital Customer Service team plays a critical role in supporting customers across our growing e-commerce platforms.

About the role

We are seeking a Customer Service Team Leader to oversee daily customer service operations and support a team of digital customer support agents. This role is ideal for experienced customer service professionals who have strong leadership capabilities and are passionate about developing teams while ensuring high-quality customer experiences. You will be responsible for monitoring service performance, managing escalations, coaching team members, and ensuring all customer inquiries are handled efficiently and in line with service standards.

• Supervise and support a team of customer service agents to ensure operational excellence
• Monitor customer tickets and ensure compliance with service level agreements (SLA)
• Handle escalated customer complaints and complex service issues
• Conduct regular coaching sessions and performance reviews with team members
• Manage team scheduling, workload distribution, and agent availability
• Coordinate with internal teams, warehouses, and couriers to resolve customer cases
• Monitor and report service performance metrics and team KPIs
• Support upselling initiatives across Jamjoom Fashion brands
• Ensure agents have the tools, knowledge, and support required to perform effectively

• Minimum 3 years of customer service or call center experience
• Minimum 1 year of supervisory or team leadership experience
• Excellent verbal and written communication skills in Arabic and English
• Strong leadership, coaching, and people management skills
• Experience working with Zendesk or similar customer support systems is preferred
• Strong decision-making and problem-solving capabilities

• Strong leadership and team development capabilities
• Customer-focused with a passion for service excellence
• Highly organized with strong operational oversight skills
• Confident decision-maker with the ability to manage escalations effectively
• Able to thrive in fast-paced, customer-driven environments

At Jamjoom Fashion, you will play a key role in shaping the customer experience for leading fashion brands in the region while developing and leading a high-performing customer support team.

Interested candidates may also apply by sending their CVs to