Job Title: Customer Care Manager

Reports To: Director of Customer Experience
Location: Baghdad
Employment Type: Full-Time

Job Summery:

The Customer Care Manager is accountable for leading and optimizing the end-to-end Customer Care function, including Inbound Support, Tier 2 Technical Support, and Digital (E-Care) channels.

This role is responsible for delivering consistent, high-quality customer experience across all touchpoints, while driving operational efficiency, service excellence, and customer satisfaction. The role also contributes to the design and management of B2B service models and SLAs to support business growth and retention.

Key Responsibilities

1. Leadership & Team Management

• Lead, coach, and develop Inbound Customer Care, Tier 2 Technical Support, and E-Care teams.
• Drive a high-performance culture with clear accountability, ownership, and continuous improvement.
• Define and monitor KPIs, SLAs, and productivity targets across all functions.
• Design and implement structured training, onboarding, and knowledge management frameworks.

2. Customer Experience & Service Quality

• Ensure consistent, high quality service delivery across all customer touchpoints.
• Own and evolve Quality Assurance frameworks, including monitoring, calibration, and coaching loops.
• Analyze customer feedback (CSAT, complaints, VOC) to identify systemic issues and improvement areas.
• Reduce repeat contacts and escalations through process optimization and FCR improvement initiatives.

3. Digital Channels & E-Care Management

• Oversee all digital customer interactions (social media, live chat, WhatsApp, email).
• Define and implement digital engagement strategies to improve responsiveness and resolution quality.
• Ensure brand consistency and tone of voice across all digital communications.
• Monitor digital KPIs (response time, resolution time, engagement rate) and optimize performance.
• Leverage automation (chatbots, templates, macros) to improve efficiency and scalability.

4. Operational Excellence & Transformation

• Optimize customer service processes to improve SLA adherence, FCR, and overall efficiency.
• Collaborate with Technology and Product teams to enhance CRM, telephony, and omnichannel capabilities.
• Drive self-service initiatives (IVR, knowledge base, digital journeys) to reduce contact volume.
• Support the rollout of new tools, systems, and CX initiatives (e.g., automation, AI, routing logic).
• Contribute to B2B service design, including differentiated SLAs and support models.

5. Performance Management & Reporting

• Own and track key KPIs:
  
  • Service Level / ASA
  • First Call Resolution (FCR)
  • Average Handling Time (AHT)
  • Customer Satisfaction (CSAT)
  • Digital SLAs
• Deliver actionable insights and executive dashboards to senior leadership.
• Use data analytics to drive decision-making and continuous improvement.

Qualifications & Experience:

• Minimum 3–5 years of experience in a contact center environment, with at least 2 years in a leadership role.
• Proven experience managing multi-channel support operations (voice and digital).
• Strong understanding of contact center KPIs, workforce management, and performance optimization.
• Experience with CRM systems and contact center platforms (preferably omnichannel
  environments such as Genesys, Salesforce, etc.).
• Demonstrated ability to lead, coach, and scale teams in a fast-paced environment.
• Strong analytical, problem-solving, and decision-making capabilities.
• Excellent communication and stakeholder management skills.

Apply now: Send your CV to [email protected]