Customer Support Manager

Zeal is addressing the critical challenge of untapped transactional data. At the moment, whenever a transaction is processed on a POS terminal (payment card machine), physical retailers have no idea who the paying customer is, unless they use a loyalty program. Think of when you go to a supermarket and you pay by card, unless you go to a supermarket that has a loyalty program and you get your loyalty card out, the POS terminal doesn't tell the retailer if you're a new or returning customer, demographics, gender, etc. Unlike e-ecommerce, in physical retail customer identification always had to be a separate step because the payment terminal is not built to self-identify the paying customer. Hence, a plethora of valuable data is lost or underutilized. With Zeal’s advanced Smart POS plugin, the company integrates with POS terminals globally to provide payment acquirers and ISVs with a unique differentiator for their POS terminals. The merchants of our partners benefit from world-class data, analytics & tools to predict consumer behavior using Artificial Intelligence, enabling merchants to unlock the full potential of transactional data.

We are looking for an experienced and driven Customer Support Manager to lead Zeal’s support operations and ensure exceptional service for our merchants. This role is a mix of leadership, process optimization, and cross-functional collaboration, requiring someone who can balance operational efficiency with a strong focus on customer experience. You will manage and coach our support team, oversee day-to-day operations, implement quality programs, and ensure our merchants receive timely and effective support across all touchpoints.

Team Leadership & Coaching

• Recruit, onboard, and mentor chat support agents.
• Conduct regular performance evaluations, 1:1s, and coaching sessions.
• Foster a culture of accountability, continuous learning, and high performance.

Operational Efficiency

• Manage support queues and ensure coverage during peak hours and 24/7 operations as needed.
• Optimize workflows and leverage automation to improve handling times and customer experience.
• Monitor key KPIs such as First Response Time (FRT), Resolution Time, CSAT, and SLA adherence.

Quality Assurance & Training

• Implement QA programs to review agent conversations and provide actionable feedback.
• Ensure team members are trained on new product features, processes, and compliance requirements.
• Act as the point of escalation for complex merchant-related issues.
• Design and maintain knowledge bases, workflows, and training modules.

Process Improvement & Customer Advocacy

• Gather and analyze merchant feedback, escalating pain points to product and operations teams.
• Represent the “voice of the customer” in roadmap and process discussions.
• Develop and implement initiatives to enhance customer satisfaction and retention.

Analytics & Reporting

• Track and analyze support metrics including NPS, SLA adherence, and resolution rates.
• Prepare reports for leadership highlighting trends, performance insights, and recommendations.
• Monitor churn indicators and sentiment trends to proactively address risks.

Cross-Functional Collaboration

• Partner with sales, account management, product, and operations to ensure a seamless merchant lifecycle.
• Collaborate with stakeholders to refine processes, improve communications, and resolve systemic challenges.

• 2–3 years of experience as a Customer Support Manager or Operations Manager, preferably in fintech, banking, or high-growth tech environments.
• Proven track record of driving operational excellence, managing large support teams (100+ employees), and delivering strong customer satisfaction.
• Strong background in performance management, hiring, planning, and budget oversight.
• Experience working with UK fintech culture and banking systems is a plus.
• Excellent communication and presentation skills (English fluency required; Arabic is a strong advantage).
• Data-driven decision-making with solid analytical and reporting skills.
• Expertise in process improvement and change management.
• Strong leadership and people management skills.
• High adaptability and problem-solving mindset in fast-paced environments.

• Bachelor’s degree; MBA preferred.
• Familiarity with Google Workspace (Docs, Sheets, Slides), Intercom, Freshdesk, or Figma.
• Additional languages are a plus.

• 💻 Work from Anywhere: Enjoy the flexibility of remote work or join us in a hybrid setup. Your choice, your comfort.
• 💰 Competitive Compensation: We value your talent and offer packages that reflect it.
• 🤝 Collaborative Culture: Join a team where trust, transparency, and continuous learning are at the heart of everything we do.
• 💡 Make an Impact: Have ideas to make things better? Awesome. We’re all ears and ready to innovate.
• 🚀 Shape the Future of Fintech: Work on cutting-edge fintech solutions that impact thousands of users.