Customer Support Operations Manager

il y a 2 jours

Casablanca Metropolitan Area, Maroc Y STRATEGIE Temps plein

About :

The consulting firm is at the forefront of redefining physical marketing through our innovative Turnkey Gamified Event Platform, OmniLab. We empower brands to create immersive 3D/AR experiences that captivate audiences, fostering meaningful engagement and brand loyalty. Originating from Station F in Paris and expanding in Casablanca, we are pushing the boundaries of retail marketing by creating unforgettable interactive experiences.

The Role :

As Customer Support Operations Manager, you will play a strategic and hands-on role in ensuring that over 150 clients across 14 countries (including the US and Europe) receive exceptional support. You'll manage support operations, optimize tooling, build internal processes and SLAs, and create a frictionless experience for both English- and French-speaking customers. Over time, you will be responsible for structuring and leading a dedicated support team.

Responsibilities :

  • Support Strategy & Tooling: Set up the foundations of our support operations, selecting and integrating the right tools for ticketing, automation, satisfaction tracking (CSAT/NPS), and internal documentation.
  • Customer Communication: Act as a key point of contact for customers, conducting support calls and ensuring timely, bilingual communication (English & French).
  • SLA & Quality Standards: Define and monitor support SLAs to meet response and resolution benchmarks, while optimizing for scalability.
  • Self-Service: Build and maintain knowledge articles, FAQs, and guides to reduce friction and enable self-service.

Ideal Candidate :

  • Experience: 5+ years in customer support roles in fast-paced SaaS environments, including experience leading or scaling operations.
  • Bilingual: Fluent in English and French — both spoken and written.
  • Operational Mindset: Strong grasp of support tooling (e.g., Zendesk, Intercom, Freshdesk) and automation practices.
  • Structured Communicator: Able to explain technical issues clearly and diplomatically to non-technical users.
  • Proactive & Empathetic: Customer-obsessed and driven to resolve problems before they escalate.
  • Team Leadership: Previous experience in mentoring or managing team members, with a desire to build a scalable support org.
  • Process-Driven: Capable of defining procedures, building KPIs, and continuously improving internal workflows.

Our Core Values :

  • Customer Obsession: We prioritize customer satisfaction above all else.
  • Ownership: We take responsibility for our impact and outcomes.
  • Adaptability: We embrace change and thrive under evolving conditions.
  • Efficiency: We value action and tangible results over unnecessary formalities.
  • Creativity & Innovation: We boldly push boundaries to achieve product excellence.

Benefits :

  • Hybrid Work Culture
  • Competitive Compensation & Bonuses
  • Comprehensive Health Insurance
  • PTO + Holidays
  • Annual Offsites

Join Us :

If you're passionate about building world-class support operations and want to help us delight customers across the globe, we'd love to hear from you. Apply now and let's raise the bar for customer experience together.

Location: Hybrid Work (2 days in our Casablanca offices)

Commitment: Full-Time

  • Customer Support Opérations Manager

    il y a 2 semaines

    Casablanca, Casablanca-Settat, Maroc Y STRATEGIE Temps plein 120 000  - 180 000  par an

    The consulting firm is at the forefront of redefining physical marketing through our innovative Turnkey Gamified Event Platform, OmniLab. We empower brands to create immersive 3D/AR experiences that captivate audiences, fostering meaningful engagement and brand loyalty. Originating from Station F in Paris and expanding in Casablanca, we are pushing the...

  • Manager, Customer Operations

    il y a 1 semaine

    Casablanca, Casablanca-Settat, Maroc Mastercard Temps plein 90 000  - 120 000  par an

    Job Title:Manager, Customer Operations Overview:Overview: The Mastercard Cross-Border Services Global Product Operations team is looking for a Manager to drive our customer experience strategy forward, by consistently innovating and problem-solving. The ideal candidate is passionate about the customer experience journey, highly motivated, intellectually...

  • Manager, Customer Operations

    il y a 1 semaine

    Casablanca, Casablanca-Settat, Maroc Mastercard Temps plein 90 000  - 120 000  par an

    Our PurposeMastercard powers economies and empowers people in 200+ countries and territories worldwide. Together with our customers, we're helping build a sustainable economy where everyone can prosper. We support a wide range of digital payments choices, making transactions secure, simple, smart and accessible. Our technology and innovation, partnerships...

  • Operations manager

    il y a 1 semaine

    Casablanca Metropolitan Area, Maroc VFS Global Temps plein 40 000  - 60 000  par an

    VFS Global Morocco is seeking a dynamic and experienced Operations Manager to lead our Visa Application Unit in Casablanca.The ideal candidate will be responsible for driving operational efficiency, ensuring compliance with service level agreements, and fostering a high-performance, customer-focused team culture. Key Responsibilities• Oversee the overall...

  • Operations Manager

    il y a 2 jours

    Casablanca Metropolitan Area, Maroc ENDEX HOLDING Temps plein 120 000  - 240 000  par an

    Role OverviewWe are seeking a proactive and highly organized Operations Manager to oversee the daily operations of two fast-growing businesses across two sectors:Clean Energy Solutions Inc. : Energy efficiency consulting and implementation services (Canada, U.S., Spain)Endex Holding : Import and distribution of food packaging and supplies (Morocco)You will...

  • Customer Support Specialist

    il y a 2 jours

    Casablanca Metropolitan Area, Maroc inyad Temps plein 20 000  - 25 000  par an

    Who We Are:We are a passionate team building a technology platform dedicated to small merchants. Over 5 million merchants across 15 countries have tested our flagship products (Konnash App and Mahaal App) to manage and grow their businesses.We are looking for passionate and creative individuals to join our team.inyad is looking for a Customer Support...

  • Account Manager Customer Page Optimization

    il y a 2 jours

    Casablanca Metropolitan Area, Maroc Confidentiel Temps plein 60 000 $US - 80 000 $US par an

    We are seeking a detail oriented and proactive Premier Account Manager to manage and maintain customer facing product pages across digital platforms.This role ensures product listings are accurate, consistent, and aligned with brand standards, while also supporting customer inquiries and collaborating with internal teams to drive operational efficiency and...

  • Sales Operations Associate

    il y a 1 semaine

    Casablanca Metropolitan Area, Maroc Arrow Components Temps plein 20 000  - 25 000  par an

    *Position:*Sales Operations Associate (English speaker)*Position:Job Description:*Sales Operation Associate*About US:Join our dynamicCustomer Operationsteam atArrow* Our team is built on a foundation of collaboration, trust, friendliness, and positivity. If you speak English and enjoy working with others, this might be the perfect opportunity for youAs part...

  • Customer Service Rep

    il y a 2 jours

    Casablanca, Casablanca-Settat, Maroc Sirius Support Temps plein 7 000  - 8 000  par an

    Who We AreSirius Support is a fully-remote outsourcing organization that provides customer support across a variety of technology and customer service functions.Our founders have 40 years of combined experience building and leading teams in various fields across various industries and domains. Building Sirius Support has allowed a lifelong dream to come...

  • Specialist, Customer Operations

    il y a 2 jours

    Casablanca, Casablanca-Settat, Maroc Mastercard Temps plein 40 000  - 60 000  par an

    Our PurposeMastercard powers economies and empowers people in 200+ countries and territories worldwide. Together with our customers, we're helping build a sustainable economy where everyone can prosper. We support a wide range of digital payments choices, making transactions secure, simple, smart and accessible. Our technology and innovation, partnerships...