245 Customer Service Supervisor jobs in Saudi Arabia

Tamkeen Technologies is seeking a skilled and dedicated Customer Service Supervisor to lead our customer service team and ensure the delivery of exceptional service to our clients. In this role, you will oversee daily operations, guide team members, and develop strategies to improve service quality and productivity. You will play a critical role in resolving escalated customer issues, providing training and mentorship to team members, and implementing best practices to enhance the customer experience. If you possess strong leadership skills and a passion for customer service, we invite you to apply!

• Supervise and manage the customer service team to ensure high levels of performance and motivation
• Implement and monitor service standards and procedures to enhance customer satisfaction
• Train and coach team members on best practices in customer service and communication skills
• Resolve complex customer complaints and issues efficiently and effectively
• Analyze customer service metrics and provide reports to management on team performance
• Support ongoing improvements in service delivery by providing insights and recommendations
• Collaborate with other departments to ensure a seamless customer experience across all channels
• Track, analyze, and report on key performance indicators (KPIs), including but not limited to:
  • Average Handling Time (AHT)
  • First Call Resolution (FCR)
  • Service Level Agreement (SLA) adherence
  • Customer Satisfaction (CSAT) scores
  • Customer Dissatisfaction (DSAT) drivers

• Bachelor's degree in Business Administration, Management, or a related field
• 1-3 years of experience in customer service, with at least 1 year in a supervisory or leadership role
• Strong knowledge of customer service principles and best practices
• Excellent communication, interpersonal, and conflict resolution skills
• Proficient in data analysis and reporting software to monitor team performance
• Ability to motivate and inspire team members to achieve their best work
• Ability to work in a fast-paced environment and handle multiple priorities
• Must be a Saudi Passport holder

• Seniority level: Mid-Senior level
• Employment type: Full-time
• Job function: Customer Service
• Industries: IT Services and IT Consulting

Role Overview

Join Niceone as a Customer Service Supervisor and be at the forefront of delivering exceptional customer experiences across all our channels. In this leadership role, you will supervise our customer service team, empower staff development, and ensure the highest levels of satisfaction for every customer interaction. As a people-first leader, you will collaborate closely with cross-functional teams and drive continuous improvement in our service operations. This opportunity is perfect for a proactive, solution-oriented professional who thrives in a fast-paced environment and is passionate about fostering an inclusive and positive workplace.

• Supervise daily operations of the customer service team across in-store, phone, email, and digital communication channels.
• Provide coaching, mentoring, and support to team members—promoting a culture of collaboration, accountability, and continuous learning.
• Monitor and analyze customer service metrics and performance, identifying opportunities to enhance service delivery and achieve KPIs.
• Handle complex customer inquiries and escalations, ensuring timely, empathetic, and effective resolution aligned with Niceone values.
• Coordinate with sales, ecommerce, and product teams to relay customer feedback and contribute to improvements in products and processes.
• Develop and implement standard operating procedures to optimize workflows and consistency of service.
• Facilitate training sessions and knowledge sharing to ensure product and policy updates are communicated across the team.
• Support recruitment, onboarding, and performance evaluations for customer service staff.
• Champion a positive, inclusive, and customer-focused environment that reflects Niceone's brand and mission.

• Bachelor's degree in Business, Communications, or a related field, or equivalent practical experience.
• Minimum of 2 years of experience in a customer service supervisory or team lead role; retail or ecommerce experience preferred.
• Proven ability to coach, motivate, and develop team members in a dynamic, high-volume environment.
• Exceptional verbal and written communication skills in both Arabic and English.
• Strong problem-solving abilities and the capacity to handle challenging situations with professionalism and empathy.
• Proficient in the use of customer service software, CRM, and digital productivity tools; experience with reporting and analytics is an advantage.
• Organized, detail-oriented, and able to manage multiple priorities and deadlines.

• Respectful, approachable, and dedicated to empowering diverse team members.
• Adaptable to new technologies, evolving processes, and business growth.
• High level of integrity and accountability in all customer, team, and management interactions.
• Proactive in identifying service gaps and driving continuous improvement initiatives.
• Committed to upholding Niceone's reputation for customer excellence and inclusivity.

• Comprehensive onboarding and continuous learning on products, systems, and service best practices.
• Opportunities to lead impactful projects and contribute to operational strategy.
• Clear advancement pathways to senior customer service, operations, or management roles within Niceone.
• Recognition, rewards, and ongoing support for outstanding team leadership and customer outcomes.

Are you ready to inspire and elevate customer service standards as a lead at Niceone? We invite you to submit your resume and a cover letter detailing your supervisory experience, leadership style, and passion for service excellence through our online application portal. Become part of a collaborative team where your leadership makes a difference, every day.

Role Overview
Join Niceone as a Customer Service Supervisor and be at the forefront of delivering exceptional customer experiences across all our channels. In this leadership role, you will supervise our customer service team, empower staff development, and ensure the highest levels of satisfaction for every customer interaction. As a people-first leader, you will collaborate closely with cross-functional teams and drive continuous improvement in our service operations. This opportunity is perfect for a proactive, solution-oriented professional who thrives in a fast-paced environment and is passionate about fostering an inclusive and positive workplace.

Key Responsibilities – Customer Service Leadership, Team Management & Support Excellence

• Supervise daily operations of the customer service team across in-store, phone, email, and digital communication channels.
• Provide coaching, mentoring, and support to team members—promoting a culture of collaboration, accountability, and continuous learning.
• Monitor and analyze customer service metrics and performance, identifying opportunities to enhance service delivery and achieve KPIs.
• Handle complex customer inquiries and escalations, ensuring timely, empathetic, and effective resolution aligned with Niceone values.
• Coordinate with sales, ecommerce, and product teams to relay customer feedback and contribute to improvements in products and processes.
• Develop and implement standard operating procedures to optimize workflows and consistency of service.
• Facilitate training sessions and knowledge sharing to ensure product and policy updates are communicated across the team.
• Support recruitment, onboarding, and performance evaluations for customer service staff.
• Champion a positive, inclusive, and customer-focused environment that reflects Niceone's brand and mission.

Key Requirements – Customer Service Experience, Leadership Skills & Communication Excellence

• Bachelor's degree in Business, Communications, or a related field, or equivalent practical experience.
• Minimum of 2 years of experience in a customer service supervisory or team lead role; retail or ecommerce experience preferred.
• Proven ability to coach, motivate, and develop team members in a dynamic, high-volume environment.
• Exceptional verbal and written communication skills in both Arabic and English.
• Strong problem-solving abilities and the capacity to handle challenging situations with professionalism and empathy.
• Proficient in the use of customer service software, CRM, and digital productivity tools; experience with reporting and analytics is an advantage.
• Organized, detail-oriented, and able to manage multiple priorities and deadlines.

Professional Attributes – Inclusive Leader, Solution-Oriented, and Service-Driven

• Respectful, approachable, and dedicated to empowering diverse team members.
• Adaptable to new technologies, evolving processes, and business growth.
• High level of integrity and accountability in all customer, team, and management interactions.
• Proactive in identifying service gaps and driving continuous improvement initiatives.
• Committed to upholding Niceone's reputation for customer excellence and inclusivity.

Career Development – Growth, Learning & Advancement in Customer Service Leadership

• Comprehensive onboarding and continuous learning on products, systems, and service best practices.
• Opportunities to lead impactful projects and contribute to operational strategy.
• Clear advancement pathways to senior customer service, operations, or management roles within Niceone.
• Recognition, rewards, and ongoing support for outstanding team leadership and customer outcomes.

How To Apply – Lead Outstanding Customer Experiences At Niceone
Are you ready to inspire and elevate customer service standards as a lead at Niceone? We invite you to submit your resume and a cover letter detailing your supervisory experience, leadership style, and passion for service excellence through our online application portal. Become part of a collaborative team where your leadership makes a difference, every day.

Tamkeen Technologies is seeking a skilled and dedicated Customer Service Supervisor to lead our customer service team and ensure the delivery of exceptional service to our clients. In this role, you will oversee daily operations, guide team members, and develop strategies to improve service quality and productivity. You will play a critical role in resolving escalated customer issues, providing training and mentorship to team members, and implementing best practices to enhance the customer experience. If you possess strong leadership skills and a passion for customer service, we invite you to apply

• Supervise and manage the customer service team to ensure high levels of performance and motivation.
• Implement and monitor service standards and procedures to enhance customer satisfaction.
• Train and coach team members on best practices in customer service and communication skills.
• Resolve complex customer complaints and issues efficiently and effectively.
• Analyze customer service metrics and provide reports to management on team performance.
• Support ongoing improvements in service delivery by providing insights and recommendations.
• Collaborate with other departments to ensure a seamless customer experience across all channels.

• Track, analyze, and report on key performance indicators (KPIs), including but not limited to:

• Average Handling Time (AHT)

• First Call Resolution (FCR)
• Service Level Agreement (SLA) adherence
• Customer Satisfaction (CSAT) scores
• Customer Dissatisfaction (DSAT) drivers

• Bachelor's degree in Business Administration, Management, or a related field.
• 1-3 years of experience in customer service, with at least 1 year in a supervisory or leadership role.
• Strong knowledge of customer service principles and best practices.
• Excellent communication, interpersonal, and conflict resolution skills.
• Proficient in data analysis and reporting software to monitor team performance.
• Ability to motivate and inspire team members to achieve their best work.
• Ability to work in a fast-paced environment and handle multiple priorities.
• Must be a Saudi Passport holder.

Overview

Kinetic is working with a leading technology company who are hiring a Customer Service Supervisor to be based in Riyadh.

Please note that you must meet all the criteria set out below for your application to be considered. Suitable candidates will be contacted within 5 working days. If you are not contacted by us within that time, please consider your application unsuccessful on this occasion.

Responsibilities

• Oversee the day-to-day performance of the customer service team and ensure compliance with SLAs.
• Work closely with the customer service manager to implement a clearly defined set of processes and quality standards across the team.
• Prepare the customer service team shifts schedule.
• Monitor and check the requests and incidents in the service management tool.
• Provide coaching, training, and assistance to the team on how to handle incidents and service requests as per ITIL standards.
• Develop and maintain reports on performance metrics, team productivity, and customer satisfaction.

Ideal Candidate Profile

• Bachelor's degree in IT, Business, or a related field.
• ITIL v4 Foundation certification is a must.
• Minimum 5-6 years of customer service experience, with at least 2 years in a supervisory role within the technology industry.
• Hands-on experience with ITIL service and support processes.
• Proficient in IT service management tools such as Remedy, Zendesk, or similar.
• Advanced knowledge of MS Office 365.
• Applicants should be available for face-to-face interviews in the location mentioned above.

Customer Service Quality Supervisor

Job Description:

To oversee and ensure the quality of customer interactions across all social media platforms by monitoring performance, providing constructive feedback, and implementing continuous improvement initiatives to enhance customer satisfaction and protect brand reputation.

Key Responsibilities:

Quality Monitoring & Evaluation

• Review and evaluate customer interactions on platforms such as X, Instagram, WhatsApp, and other digital channels.

• Ensure responses align with the brand's tone of voice, guidelines, and service standards.

Performance Analysis & Reporting

• Prepare weekly and monthly quality reports, including KPIs, trends, and areas for improvement.

• Identify recurring issues and propose actionable solutions.

Training & Development

• Provide individual feedback sessions to address performance gaps.

• Conduct training workshops to improve writing skills, response accuracy, and tone.

Process & Content Improvement

• Review and update response templates to ensure clarity, accuracy, and a positive customer experience.

• Recommend workflow enhancements for greater efficiency and faster resolution times.

Compliance & Policy Adherence

• Ensure all communications comply with company policies, data privacy regulations, and social media best practices.

• Monitor adherence to service level agreements (SLAs).

Innovation & Department Development

• Ability to innovate and implement new methods that improve the efficiency of the Customer Service Quality Department and enhance overall performance.

Qualifications & Skills:

• Bachelor's degree in business administration, Communication, or a related field.

• 3+ years of experience in customer service, preferably in social media support.

• Strong knowledge of quality assurance methodologies and KPIs.

• Excellent written communication skills in both English and Arabic.

• Ability to analyze data and produce actionable insights.

• Strong leadership, coaching, and interpersonal skills.

• Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint, Outlook).

• Has worked previously in E-commerce sector or a related field.

Exciting Customer Service Opportunities for Saudi Nationals( Subject to Contract Award)

Are you passionate about delivering exceptional service and ready to grow your career with a global leader?

Serco is looking for talented Saudi Nationals to join our Customer Service Talent Pool for upcoming roles across the Kingdom of Saudi Arabia. With over 4,500 team members in the Middle East, we're committed to building futures and supporting national development.

Express your interest today and take the first step toward a rewarding career with Serco.