Customer Service Manager

About the role

Exa Syria is seeking a proactive Customer Service Manager to lead its on‑site support team in Damascus. You will be responsible for delivering high‑quality, consistent service across all channels while driving continuous improvement.

Key responsibilities

• Lead and supervise the customer service team, setting clear service standards.
• Monitor performance metrics, handle escalated inquiries, and resolve complex issues.
• Analyze customer feedback and service data to produce actionable reports for management.
• Coordinate with product, marketing, and technical departments to improve the overall client experience.
• Design and implement processes that increase satisfaction and efficiency.
• Train, mentor, and develop team members, promoting best practices and brand alignment.

Required profile

• Strong customer‑focused mindset with proven experience managing service operations, preferably in a digital or technology environment.
• Demonstrated ability to coach teams, foster collaboration, and maintain a constructive work atmosphere.
• Excellent organizational and time‑management skills, capable of handling multiple priorities in a fast‑paced setting.
• Bachelor’s degree in Business, Management, Communications, or equivalent practical experience.
• Fluency in the languages commonly used in Damascus and ability to engage a diverse customer base.

Required skills

• Proficiency with CRM tools.
• Experience using customer service software.
• Competence in basic office applications.

What we offer

• Opportunity to work on varied digital projects across multiple service lines.
• Collaborative environment that values innovation and quality.
• Professional growth through mentorship and cross‑functional exposure.