Customer Success Lead

#WeAreAverdaAbout AverdaAverda is a leading global provider of integrated waste management and environmental services, delivering innovative, sustainable solutions to some of the world’s most complex waste challenges. Operating across multiple markets, we are committed to transforming waste into value while safeguarding the environment, supporting our communities, and driving operational excellence.As a Customer Success Lead, you’ll play a critical role in leading day-to-day CX operations, supporting the team, and ensuring every customer interaction reflects our commitment to excellence. You’ll act as the bridge between strategy and execution - guiding agents, handling escalations, and driving performance across the UAE Team.You’ll be the first line of leadership - coaching the team, removing blockers and ensuring we consistently deliver fast, accurate, and high-quality service across all channels. From managing escalations to spotting trends and improvement opportunities, you’ll help shape how we serve our customers every day.Beyond operations, you’ll contribute to improving the overall customer journey - driving engagement, reducing churn and supporting our Net Promoter Score (NPS) targets.You’ll report to the CRM Manager and be part of a fast-paced, high-performing, and collaborative team that believes great service should feel effortless - and even enjoyable.What You’ll Be Responsible For:Team Support & Centre OperationsLead, supervise, and support a team of CX AgentsAct as a role model by consistently demonstrating Averda’s core valuesServe as the first point of contact for agent queries and internal stakeholdersHandle first-level escalations and resolve issues effectivelyMonitor daily operations and proactively flag risks or delaysDrive team performance through continuous coaching, feedback and accountabilitySupport the CRM Manager in maintaining high performance across quality, efficiency and reliabilityCustomer Communication & Service ExcellenceEnsure exceptional service across all customer touchpointsSupport the team in meeting daily call and email SLA targetsEnsure all complaints are properly logged, managed and resolvedMaintain a zero-tolerance standard for poor customer handlingCustomer Experience & PerformanceDrive improvements in customer experience and engagementSupport delivery of key targets across NPS, Quality, Efficiency and ReliabilityIdentify trends, share insights, and propose improvement initiativesContribute at least one actionable improvement idea per quarterDevelop and enhance SOPs to improve customer experienceDeliver training to ensure performance consistency across the teamBack Office & AdministrationEnsure 100% accuracy in admin tasks impacting customer experienceDeliver reports, dashboards and assigned tasks on time and with high accuracySupport additional operational responsibilities as requiredQualificationsBachelors or higher, preferably in Business Administration or ManagementMinimum 2 years of supervisory or team leadership experience in a related roleExposure to both B2B and B2C customer environmentsKnowledge & SkillsStrong understanding of customer service principles and best practicesExcellent English communication skills (spoken and written)Hindi, Urdu, or Arabic is an advantageExperience in waste management, logistics, or service operations is an advantageStrong analytical skills with the ability to identify trends and recommend solutionsAbility to translate data into actionable insights and improvementsHighly organized with strong planning and multitasking abilitiesQuick learner with the ability to adapt in a fast-paced environmentProven ability to support and contribute to a high-performing teamExperience in delivering training and coaching team membersExperience with CRM and ERP systems; exposure to advanced technologies (e.g. AI) is an advantageWhat Makes You a Great FitYou lead by example and naturally step up to support othersYou stay calm under pressure and handle escalations with confidenceYou balance people, performance, and customer needs effectivelyYou’re proactive - you don’t wait for problems, you prevent themYou’re data-driven but people-focusedYou’re truly customer-centric and not afraid to advocate for the customerYou bring positive energy and help build a strong team cultureYou communicate clearly and confidently across teams, and can influence both internal and external stakeholdersIf you think you have what it takes to make the world a cleaner place, if you can see value where others see waste and if you aren’t afraid of a challenge, why not start your journey with us today.Averda welcomes candidates from all backgrounds, actively promotes diversity in the workforce, and is committed to creating an inclusive space where employees are valued for their skills, experiences, and unique perspectives.ONLY SHORTLISTED CANDIDATES WILL BE CONTACTED*#J-18808-Ljbffr