The Role
The Head of Customer Experience & Support will define and execute customer experience strategy, standardize operations across markets, and lead hands-on crisis management while improving satisfaction and efficiency in a high-performance organization.
Summary Generated by Built In
About the company
Yassir is the leading super App in the Maghreb region set to change the way daily services are provided.
We offer on-demand services such as ride-hailing and last-mile delivery. Building on this infrastructure, we are now introducing financial services to help our users pay, save and borrow digitally.
Helping usher Africa into a digital economy era. We’re not just about serving people - we’re about creating a marketplace to bring people what they need while infusing social values.
About the Team
We are looking for sharp, highly motivated individuals to join our Central Operations team.
The Central Operations team, in collaboration with the Country teams, is responsible for scaling best practices and driving efficiencies for Operations across Yassir’s global platform.
About the role
- We are hiring a Head of Customer Experience & Support to build and scale a global, high-performance Customer Experience organization across multiple countries and products. This role blends strategy, operational excellence, and hands-on leadership, with direct impact on customer satisfaction, retention, marketplace performance, and cost-to-serve.
What You Will Do
- Customer Experience Strategy & Ownership: Define and execute the global CE strategy and roadmap, aligned with business objectives. Own core CE KPIs: NPS, CSAT, FCR, TTR, cost-to-serve, retention. Tie customer experience outcomes to business impact (retention, revenue per order, order lifecycle time).
- Scale & Standardize Operations Across Markets: Standardize Customer Support processes across all countries and channels (chat, phone, email). Ensure consistent service quality regardless of market, channel, or volume.
- Knowledge-Driven & Efficient Support: Make the knowledge base the backbone of agent training and issue resolution. Partner with Product teams to redesign the Help Center for a Super App environment. Drive operational excellence with clear performance standards, including: (80% First Contact Resolution (FCR),Same-shift resolution or structured handover until closure.)
- Continuous Improvement & Product Collaboration: Conduct deep dives on underperforming areas by country, channel, or journey step. Translate customer insights into product, process, and automation improvements. Write and own structured improvement proposals to raise customer satisfaction and efficiency.
- Hands-On Leadership & Crisis Management: Stay close to the operation by spending one day per week handling real tickets. Lead incident and crisis management with calm execution and clear communication. Establish strong operating rhythms: dashboards, weekly reviews, escalation paths.
What We’re Looking For
- Experience & Skills
- 8–12+ years in Customer Experience, Customer Support, or Operations.
- Proven experience in on-demand, food delivery, ride-hailing, or e-commerce environments.
- Strong track record scaling multi-country CE operations, across in-house and BPO models.
- Hands-on experience with CRM & CX tools (Zendesk, Dynamics, or equivalent), WFM, and QA tools.
- Strong analytical skills with Excel / GSheets / SQL, able to turn data into decisions.
- Deep understanding of process design, automation, and operational efficiency.
- Leadership & Soft Skills
- Confident cross-functional leader, able to influence Product, Tech, Ops, and Country GMs.
- Strong communicator with senior stakeholders.
- Comfortable operating in fast-paced, high-growth environments.
- Hands-on, pragmatic, and execution-focused leadership style.
- Languages
- Fluent French required
- Professional English required
- Arabic is a plus
- Bonus Points
- Experience implementing automation, AI, bots, and self-service solutions.
- Experience managing teams across diverse, multicultural markets.
Top Skills
Crm Tools (Zendesk
Dynamics)
Gsheets
SQL
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The Company
What We Do
Yassir is the leading super App in the Maghreb region set to changing the way daily services are provided. It currently operates in 45 cities across Algeria, Morocco and Tunisia with recent expansions into France, Canada and Sub-Saharan Africa. It is backed (~$200M in funding) by VCs from Silicon Valley, Europe and other parts of the world. We offer on-demand services such as ride-hailing and last-mile delivery. Building on this infrastructure, we are now introducing financial services to help our users pay, save and borrow digitally. Helping usher the continent into a digital economy era. We’re not just about serving people - we’re about creating a marketplace to bring people what they need while infusing social values
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