Job description

The Customer Care Team Lead (Customer Service Operations & KPI Management) role at instashop, a leading online local marketplace in the UAE and Egypt and part of the Delivery Hero group, is responsible for overseeing, guiding, and leading a team of customer service representatives within a fast-paced e-commerce and food delivery environment. The role ensures strict adherence to customer service standards, procedures, and service-level agreements (SLAs), while delivering exceptional customer experience across the entire order journey. The position involves managing day-to-day customer service operations, including monitoring interactions such as calls, chats, and emails, conducting performance evaluations, and delivering structured coaching sessions for continuous improvement. The Team Lead is accountable for handling escalated customer issues, ensuring timely and satisfactory resolution while minimizing operational impact. The role requires analyzing customer service workflows, identifying inefficiencies, and collaborating with cross-functional stakeholders including Dispatch, Merchant Support, and Rider Support teams to optimize processes, reduce contact rates, and enhance service delivery. The position includes responsibility for monitoring and analyzing key performance indicators (KPIs), preparing detailed performance reports, and implementing action plans to improve team productivity and customer satisfaction metrics. The Team Lead also supports onboarding programs and continuous training initiatives to enhance technical knowledge, communication capabilities, and problem-solving abilities within the team. Additionally, the role fosters a positive and performance-driven work environment through engagement, mentorship, and recognition programs, while ensuring compliance with company policies, procedures, and operational standards within a dynamic, high-volume contact center setting.