Zid is an e-commerce in a box - solution that any retailer can use to start their eRetail. Zid helps them to build their own E-Stores (with their own name and identity) and integrates them with the supply chain players to enable them to manage and with ease. All of that with affordable cost and decent quality.

Website: http://zid.sa LinkedIn:
https://www.linkedin.com/company/zidapp
Location: Riyadh, Saudi Arabia
Industry: Technology, Information and Internet
Company size: 250+ employees

• Motivate, coach, and mentor a diverse Support team to create an environment that fosters learning and growth, and exceeds support performance expectations
• Set standards for, track, and hold team members accountable to daily, weekly, and monthly best practice, eCommerce Support KPIs
• Discover ticket trends and identify gaps in process and knowledge to create repeatable, scalable, Customer-centric support motions
• Consistently demonstrate good judgment, tenacity, and accountability at the individual, team, and cross-functional organization levels by making thoughtful decisions when the path is not clear
• Actively audit and review systems in use and day-to-day operations to find cost savings and take a hands-on approach to make improvements
• Lean on your knowledge and expertise from past organizations to scale a best-in-class eCommerce Support organization, building out development and career pathways to keep individuals and Support leadership motivated
• Reporting directly to the Director of Customer Success, work together to drive initiatives through the cycle of ideation, change management, adoption, and standardization

• Nationality: has to be Saudi
• 5+ years of successful Support management experience.
• Can lead with empathy while managing to the numbers
• Thorough understanding of ZenDesk or similar eCommerce ticketing platform
• Not afraid to take measured risks (based on data) in the search for positive impact
• Team player that can work independently as well. We are a close company that works together and we value each other’s ideas. We regularly support one another to ensure the success of our team and our customers
• Excellent documentation & communication skills
• Must be adaptable, extremely well-organized, detail-oriented and able to navigate competing priorities
• Willing to go the extra mile with a strong work ethic; self-directed and resourceful
• Demonstrated experience as a team-building leader, capable of rallying support from both direct and indirect team members to drive shared positive results