Customer Care Lead

Job Description/Specification:

ILHSAC Support is a service-focused organization based in Doha, dedicated to providing exceptional customer care solutions across industries. We pride ourselves on delivering reliable, empathetic, and efficient support that strengthens client relationships and enhances customer satisfaction. As we grow, we are seeking a dynamic Customer Care Lead to oversee our support operations and drive service excellence.

Role Overview

The Customer Care Lead will be responsible for managing the customer care team, ensuring high-quality service delivery, and implementing strategies to improve customer satisfaction. This role requires leadership, communication skills, and a customer-first mindset.

Key Responsibilities

• Supervise and mentor the customer care team to deliver outstanding support.
• Oversee daily operations of customer service channels (phone, email, chat, social media).
• Handle escalated customer issues and ensure timely resolution.
• Develop and implement customer care policies, procedures, and performance metrics.
• Collaborate with other departments to improve service processes and customer experience.
• Monitor customer feedback and provide actionable insights to management.
• Train staff on communication, empathy, and problem-solving techniques.
• Prepare reports on customer care performance and recommend improvements.

Qualifications

• Bachelor’s degree in Business Administration, Communications, or related field.
• 4–7 years of experience in customer service, with at least 2 years in a supervisory role.
• Strong knowledge of customer care practices, CRM systems, and support tools.
• Excellent leadership, communication, and interpersonal skills.
• Ability to manage multiple priorities in a fast-paced environment.
• Customer-focused mindset with a commitment to service excellence.
• Fluency in English; Arabic is a plus.

Why Join Us?

• Lead customer care operations for a growing support organization in Doha.
• Play a key role in enhancing ILHSAC Support’s customer experience.
• Competitive salary and benefits package.
• Opportunities for professional development and career advancement.
• Supportive, collaborative, and service-driven work culture.