customer service team lead jobs in Cairo

Our mission is to help our customers thrive by making complex billing effortless with AI. Our vision is to create a fully autonomous billing platform. By automating every facet of billing and back-office financial processes, we’re building a company designed to last 100 years—anchored in impact and purpose. Pelcro processed over a quarter of a BILLION dollars in cumulative gross merchandise value and our goal is to reach 1 TRILLION.

Check out this video by our CEO: https://www.linkedin.com/posts/michael-ghattas_hiring-fintech-ai-activity-7295493497787240448-1a4K?utm_source=share&utm_medium=member_ios

Only 19% of global payments occur online, and only 14% of retail sales are digital. This presents vast opportunities, especially with the rise of AI, LLMs, Instant Payments, and crypto. Join us to seize this potential and grow together.

We are seeking individuals who align with Pelcro's vision and values—strong communicators with high integrity, who remain disciplined through both good and challenging days. We cultivate a culture of open-mindedness, encourage curiosity, and consistently practice gratitude.

We prioritize investing in our culture, creating countless memories through team activities like field trips, go-karting, skeet shooting, buggies, horse riding, and more. Discover more about our vibrant culture on our careers page.

Responsibilities:

• Supervise a team of 4–5 customer service agents to meet performance KPIs (response time, resolution rate, CSAT)
• Monitor daily ticket queues and ensure proper prioritization and routing
• Coach, mentor, and conduct regular 1-on-1s and performance reviews
• Handle escalated customer issues and ensure timely resolution
• Maintain and improve SOPs, canned responses, and knowledge base content
• Collaborate with Product and Engineering to report and follow up on recurring issues
• Ensure adherence to SLAs, especially for enterprise clients
• Train new hires and support continuous learning within the team
• Generate and report on team performance metrics using tools like Zendesk, Intercom, or Freshdesk

Qualifications:

• 3–5 years of experience in customer support, with at least 1–2 years in a leadership role
• Experience with support platforms (Zendesk, Intercom, Freshdesk, etc.)
• Strong written and spoken English (minimum C1 level)
• Clear communication and conflict resolution skills
• Ability to work under pressure and manage shifting priorities
• Detail-oriented with a proactive problem-solving mindset
• Bonus: French language skills (B2 level or above) – useful for managing/supporting French-speaking agents
• Bonus: Experience in SaaS, fintech, or subscription-based businesses
• Bonus: Familiarity with reporting tools (e.g., Excel, Looker, or Metabase)

What to Expect:

• A dynamic environment managing various software projects.
• Collaboration with development teams and stakeholders.
• Opportunities to influence project outcomes significantly.
• Regular feedback and growth opportunities.
• Competitive salary and benefits package.

Next Step:

As a next step, we've prepared an assessment to ensure the role is a great fit. Please use one IP address, keep your webcam on, stay in full-screen, and keep your mouse within the test window. Click the link below to start. Good luck!

https://app.testgorilla.com/s/sejrqeff