Customer Experience Lead –

il y a 6 jours

Casablanca Metropolitan Area, Maroc Benisouk Temps plein

Bouskoura, Casablanca (Morocco) | Full-time | 100% On-site

Bilingual English required (spoken + written)

Benisouk is a premium brand specialized in
handmade Moroccan rugs
and
handcrafted home decor
. We sell internationally, primarily to the United States, with a strong obsession for quality, service, and a truly memorable customer journey.

We're hiring a
Customer Experience Lead
to own, elevate, and systemize the Benisouk customer experience end-to-end.

Your mission

Build a "signature" customer experience that feels premium at every touchpoint:

  • elevate support quality and consistency,
  • implement strong CX processes (SOPs, automation, Help Center),
  • reduce friction and customer issues,
  • create memorable moments that drive loyalty and word-of-mouth.

What you'll do

1) Premium support excellence

  • Deliver fast, clear, high-standard support across channels (email, chat, and social if needed).
  • Handle sensitive cases: delays, shipping incidents, damages, returns/exchanges, special/custom orders, VIP customers.
  • Standardize quality: templates/macros, escalation rules, QA checks.

2) CX operations & processes (highest priority)

  • Create and maintain SOPs: shipping, returns, exchanges, damages, custom orders, escalations.
  • Build a strong Help Center + automations to reduce ticket volume.
  • Run a "Voice of Customer" loop: analyze tickets, identify top pain points, and coordinate improvements with Ops/Logistics, Workshop, E-commerce, and Marketing teams.

3) Make the experience memorable

  • Launch "signature moments": proactive updates, post-delivery check-ins, premium inserts/packaging, Rug Passport, VIP service, etc.
  • Improve the full journey: pre-purchase, waiting period, delivery, and post-purchase.

4) Own the KPIs

  • Track and improve: First Response Time, Time to Resolution, CSAT/NPS, return rate, damage rate, disputes, review score.
  • Build a simple dashboard and a consistent reporting rhythm.

Who you are

  • Proven experience in Customer Experience / Support Ops in e-commerce (premium/luxury is a plus).
  • Strong process mindset: SOPs, organization, continuous improvement.
  • Comfortable with Shopify + Helpdesk tools (Gorgias/Zendesk) and CRM/email tools (HubSpot/Klaviyo is a plus).
  • Bilingual English is mandatory (written + spoken).
  • Ownership mentality: you take responsibility, execute, and close.

Work conditions

  • 100% on-site role in Bouskoura (Casablanca).
  • High-impact position with direct influence on brand perception, loyalty, and growth.

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