Customer Experience Team Lead

About the role

Deliverect is looking for a Customer Experience Team Lead to drive its customer‑first culture in Morocco. You will manage a global support team, optimise local workflows and ensure that SMB and enterprise clients receive top‑tier technical assistance. This full‑time hybrid position combines office work in Casablanca with remote days.

Key responsibilities

• Lead and develop a global team of 6‑12 frontline and premium support agents, providing coaching and performance feedback.
• Oversee daily operations to meet ticket‑resolution targets, maintain high customer satisfaction and adhere to SLAs.
• Collaborate with Product, Engineering and Sales to resolve escalated issues and align processes.
• Drive talent acquisition, promotions and professional growth initiatives within the team.
• Analyse performance metrics, implement process improvements and report on KPIs such as response time, resolution time and CSAT.
• Lead CX projects, including tool roll‑outs, documentation updates and workflow optimisation.

Required profile

• Proven experience leading support or customer‑experience teams, preferably in a fast‑growing SaaS environment.
• Strong stakeholder management skills and ability to work across global functions.
• Excellent communication, coaching and problem‑solving abilities.
• Track record of improving operational efficiency and meeting service targets.

Required skills