Team Lead Customer Care - instashop

instashop, headquartered in Dubai, is the leading online local marketplace in the UAE and Egypt . Since joining the Delivery Hero family in 2020, the global leader in online food delivery and q-commerce, instashop has been setting the standard for excellence and convenience in the region.

With a dynamic and motivated team fueled by passion and innovation, every day at instashop is an opportunity for growth and success. We champion inclusivity, diversity and collaboration, creating an environment where everyone’s achievements are celebrated and where success is the only way forward. As we continue to grow, our team keeps expanding across the UAE, Egypt and Greece, and we’re always on the lookout for new talents to join us on our success journey.

About the role:

As a Team Lead Customer Care at instashop you will oversee, guide and lead a number of customer service team members within the department to ensure compliance with our customer service standards and procedures. This is a vital role in providing clients and users the support they need and ensure they are treated with the best service and experience in their order journey.

Day-to-Day Responsibilities:

• Oversee and manage a team of customer service representatives, ensuring adherence to quality standards and performance benchmarks.
• Regularly evaluate team members’ interactions (calls, chats, emails) to assess quality, provide constructive feedback, and conduct coaching sessions for continuous improvement.
• Take ownership of escalated customer issues, ensuring timely and satisfactory resolution while minimizing operational impact.
• Ensure the team follows company policies, procedures, and service-level agreements (SLAs) related to customer service operations.
• Foster a positive work environment by motivating and inspiring team members to achieve individual and team targets through engagement, mentorship, and recognition programs.
• Identify inefficiencies in customer service workflows and collaborate with stakeholders to enhance processes, reduce contact rates, and improve customer satisfaction.
• Work closely with other departments, including Dispatch, Merchant Support, and Rider Support teams, to streamline issue resolution and ensure seamless service delivery.
• Support onboarding and continuous training programs to enhance team members’ technical knowledge, communication skills, and problem-solving abilities.
• Monitor and analyze key performance indicators (KPIs), prepare reports on team performance, and implement action plans for improvement.
• Participate in initiatives aimed at improving customer satisfaction, service efficiency, and business performance.

Key Qualifications

• Bachelor’s degree in Business Administration, Marketing, Communications, or a related field; alternatively, relevant experience will be considered
• Minimum 4+ years of experience in customer service or call center roles
• Strong communication skills in English, both verbal and written
• Good coaching and leadership skills with ability to motivate a team

What you will bring

• Ability to multitask and handle high call volumes
• Effective time management & organizational skills
• Exceptional interpersonal and problem-solving skills
• Flexible schedule and open to work on a rotational shift basis, including weekends
• Genuine care and concern for customer concerns and satisfaction