Customer Success Manager

About the role

Snoonu, a fast‑growing technology platform in Qatar, is seeking a Customer Success Manager to lead its customer support operations. You will oversee phone, chat and case escalation channels, drive customer satisfaction and ensure service levels are consistently met.

Key responsibilities

• Lead, coach and develop a large Customer Support team (100+ agents) to achieve operational targets and high service standards.
• Manage day‑to‑day contact‑center performance, monitor real‑time metrics, and ensure SLA compliance across all channels.
• Oversee workforce planning, scheduling, attendance and capacity allocation based on demand forecasts.
• Drive continuous improvement by developing SOPs, workflows and automation opportunities.
• Prepare dashboards, reports and performance reviews for senior leadership, translating data into actionable recommendations.
• Collaborate with Product, Marketing, Live Operations and other teams to resolve recurring issues and enhance the customer journey.

Required profile

• Bachelor’s degree in Business Administration, Management or related field.
• 6–8 years of experience in customer support or contact‑center operations, including BPO or multi‑site management.
• 3–5 years of people‑management experience, having led teams of 100+ agents with measurable improvements in CSAT, AHT or cost per contact.
• Experience in high‑volume environments such as food delivery, e‑commerce or marketplace platforms is preferred.
• Fluency in English; Arabic is a plus.

Required skills

• Strong understanding of contact‑center KPIs (CSAT, SLA, AHT, quality, productivity, workforce utilization).
• Proficiency in Excel/Sheets and CRM systems.
• Experience with contact‑center tools, workforce‑management software and performance reporting.
• SQL knowledge is a plus.

What we offer

• Global collaboration with a worldwide team.
• Learning budget, access to courses and growth tools.
• High autonomy – own your tasks and career path.
• Flexible time‑off and generous wellness policies.
• Agile work environment with Scrum practices.
• Great Place to Work® certification and ISO 9001/45001 certifications.
• Commitment to sustainability, CSR projects and diversity & inclusion.