Head of Agent Excellence

About Us

Founded in 2020, Tamara empowers over 10 million people daily. We're pioneers, revolutionizing how people shop, pay and bank across the MENA region. We partner with thousands of merchants, from leading global and regional brands such as SHEIN, Jarir, Noon, IKEA, and H&M to small and medium businesses. Our rapid growth has resulted in success as we mark our Unicorn status. It's exciting, and this is just the beginning. It's more than a place to work; together, we are a customer-focused community, changing people's lives whilst achieving business results. 

Your role

We're seeking a Head of Customer Support Agent Excellence for our Customer Experience team. As a Head of Customer Support Agent, you will be crucial in developing, implementing, and managing three critical programs to enhance the performance, skills, and overall excellence of customer support agents.

Drawing on your proficiency in driving a culture of continuous improvement, ensuring that our customer support team consistently delivers exceptional service by heading the content, quality, and training programs, you will be responsible for leading the team in developing, implementing, and managing comprehensive training programs for our customer service professionals to create unique experiences only Tamara can provide. 

With a proven track record of leadership, managing time, and organizational skills, strong stakeholder management abilities, the capacity to perform under pressure and ultimately revolutionize the way millions of users shop, pay, and bank.

You are a driven, determined, curious team player, knowing that collective strength means we all win. With a positive outlook, you are solution-oriented–persevering regardless of circumstances, always finding a way through, no matter the challenges. 

You will effectively find a way to work with everyone through empathy and respect. You will be driven and comfortable with responding quickly with urgency, with the ability to change course without losing momentum and energy, resulting in great success.

Your responsibilities

• Lead the team in designing, implementing, and overseeing comprehensive training programs for our customer support representatives. As a key member of our customer support leadership team, you will play a crucial role in ensuring that our support teams are well-equipped with the knowledge and skills to provide exceptional service to our customers.
• Ensure that we facilitate the onboarding process for new customer support hires, ensuring a smooth transition into their roles.
• Guide the training team to Implement ongoing training initiatives to keep customer support teams up-to-date on product changes, industry trends, and best practices.
• Establish a feedback loop with customer support teams to gather insights on training effectiveness and identify areas for improvement.
• Work closely with the content team to Develop and implement a comprehensive content strategy for customer support, ensuring consistency and alignment with the company's brand voice and values.
• Collaborate with cross-functional teams, including customer support, product, and marketing, to stay informed about updates and changes that may impact support content.
• Own a quality assurance program to evaluate customer interactions.
• Develop a methodology to conduct regular audits of customer support interactions, providing constructive feedback for improvement.
• Work with the Quality team to Identify trends in customer issues and work with relevant teams to address root causes.
• Cross functional collaboration with the Customer service operations organization, ensuring the Agent Excellence team is fulfilling the 3 pillars of the program.
• Act as a liaison between agents and management to convey feedback, concerns, and suggestions

Your expertise

• 10+ years of experience in customer support or related roles
• Proven experience in training, coaching, or managing customer support teams
• Excellent communication and interpersonal skills
• Excellent organizational and time management skills
• Empathy and a customer-centric mindset
• Leadership skills to motivate and inspire a team
• Results-driven
• Strong stakeholder management skills and ability to perform under pressure

Join the revolution

Tamara is a vibrant hub of exceptional individuals worldwide, with over 40+ nationalities committed to working with the broadest talent pool possible. We're proud of the wealth of cultural backgrounds that shape our teams, ensuring every experience is acknowledged and celebrated. 

We seek self driven individuals, fuelled by curiosity, ready to take control of their professional and personal development. We’re creating a place where possibilities are for the taking through career mobility, mentoring and cross-border collaboration. This approach has earned us a spot as one of the competitive tech companies to work for.

All qualified individuals are encouraged to apply.