Zain
Customer Success Team Leader (Enterprise Telecommunications Operations)
- Permanent
- Al Kuwait City, Kuwait
- Experience 2 - 5 yrs
Job expiry date: 10/03/2026
Job overview
Date posted
24/01/2026
Location
Al Kuwait City, Kuwait
Salary
Undisclosed
Compensation
Comprehensive package
Experience
2 - 5 yrs
Seniority
Senior & Lead
Qualification
Bachelors degree
Expiration date
10/03/2026
Job description
The Customer Success Team Leader role at Zain Kuwait is a leadership position within telecommunications operations, responsible for leading and supporting the Customer Success team to deliver a seamless, customer-focused experience for enterprise customers. The role oversees Level 2 enterprise support operations, manages customer escalations, and ensures timely, effective resolution of technical and service-related issues. It involves close collaboration with internal Marketing, Sales, and Operations teams to improve services, analyze customer feedback, and drive initiatives that enhance customer satisfaction and loyalty. The position requires strict adherence to Information Security Management System (ISMS) policies, environmental regulations mandated by statutory bodies in Kuwait and Zain Group policies, and occupational health and safety (OH&S) requirements, including reporting of information or physical security breaches, maintaining OH&S management systems, eliminating hazards, minimizing risks, and leveraging OH&S improvement opportunities. The role emphasizes accurate documentation in support ticketing systems, data-driven insights for customer experience enhancements, and proactive service improvement within Zain’s enterprise telecommunications environment.
Required skills
Key responsibilities
- Lead, manage, and mentor Customer Success Account Managers by providing guidance, operational support, and performance feedback to reinforce a customer-first culture
- Set departmental goals, objectives, and performance targets aligned with company strategies and customer satisfaction and loyalty objectives
- Oversee Level 2 enterprise support operations to ensure timely, empathetic, and effective resolution of technical issues for enterprise customers
- Collaborate with Marketing, Sales, and Operations teams to address recurring customer challenges, align customer experience initiatives, and identify service improvement opportunities
- Act as the primary escalation point for critical customer issues by ensuring cross-functional coordination, accountability, and ownership until resolution
- Monitor and track escalated issues while maintaining transparent and regular communication with customers and internal stakeholders
- Ensure accurate and detailed documentation of customer interactions, issues, and resolutions within the support ticketing system to enable data-driven insights
- Partner with Marketing and Sales teams to capture customer feedback, analyze trends, and recommend initiatives to improve the overall service journey
- Provide coaching, mentoring, and ongoing training to Customer Success Account Managers to enhance technical skills, product knowledge, and customer engagement capabilities
- Champion a customer advocacy approach by establishing feedback loops used to refine services and product offerings
- Perform all responsibilities in compliance with ISMS policies and immediately report any information or physical security breaches or incidents
- Adhere to environmental requirements mandated by statutory bodies in Kuwait and Zain Group/Kuwait policies
- Comply with occupational health and safety (OH&S) requirements by minimizing risks and maintaining consistent compliance with OH&S standards
- Maintain awareness of and adherence to all environmental and OH&S management system requirements established by Zain Group and regulatory authorities
Experience & skills
- Hold a Bachelor's degree in a relevant discipline
- Possess a minimum of 4+ years of professional experience in customer success, customer support, or enterprise service operations
- Demonstrate experience overseeing Level 2 enterprise support and managing complex customer escalations
- Have hands-on exposure to CRM systems, POS systems, and support ticketing systems
- Exhibit working knowledge of Information Security Management System (ISMS) policies and compliance requirements
- Demonstrate understanding of environmental regulations and occupational health and safety (OH&S) standards applicable in Kuwait
- Show experience in customer feedback analysis, data analysis techniques, and use of reporting dashboards for service improvement
- Provide required application documents including Resume/CV, passport-size photograph, highest education qualification, and copy of Civil ID or Passport