[Hiring] Customer Support Manager @Lucidya

Role Description

Support is where promises get tested. Our customers (enterprises, government entities, and large organisations) chose Lucidya because they believed it would make their teams better. When something goes wrong, or when they simply need answers fast, this team is what they experience. That experience either reinforces their decision or erodes it.

We are building a support function that doesn't just respond - it resolves, learns, and improves continuously. You will own that function. You will set the standard for what great support looks like at Lucidya, build the team and systems to deliver it, and use AI and automation to make it scale.

If you do this well, customers stay, trust deepens, and the entire business feels it.

What You Will Do

• Run the operation
  • Lead, coach, and hold accountable a customer support team delivering high-quality service across chat, email, and ticketing.
  • Own SLAs end-to-end. You set the targets, you monitor them, and you close the gaps when they slip.
  • Take ownership of escalations - not just to resolve them, but to understand why they happened and stop them from recurring.
  • Track the metrics that matter: CSAT, FRT, FCR, resolution time, SLA adherence, escalation rate, and backlog. Know your numbers at all times.
• Make the system better
  • Design and continuously refine support workflows, ticket routing, and escalation paths — then simplify them again.
  • Identify inefficiencies before they become patterns. If something is slowing the team down, fix it.
  • Build and maintain a knowledge base that is accurate, consistent, and genuinely useful - not just a repository nobody reads.
  • Implement a QA process with teeth. Review real interactions, give direct feedback, and raise the floor on response quality across the team.
• Put AI to work
  • Deploy AI tools and support agents to improve the speed, consistency, and quality of every interaction.
  • Identify the tickets that should never reach a human and build the automation to handle them.
  • Monitor AI-generated responses for accuracy and reliability. When they fall short, fix the root cause (the content, the flow, or the use case definition).
  • Track AI performance through deflection rate, resolution rate, and accuracy. Improve what isn't working.
  • Stay ahead of where AI can go next in your workflows. You aren't waiting for someone to suggest it.
• Work across the business
  • Partner with Product and Engineering to surface bugs, pattern recurring issues, and turn support data into product improvements.
  • Stay close to Customer Success on at-risk accounts, open issues, and customers that need elevated attention.
  • Translate ticket trends and customer behaviour into clear, actionable recommendations - for your team and for the wider business.

Qualifications

• 5+ years in customer support within a SaaS environment, and at least 2 of those in a leadership role.
• Fluent in Arabic and English, written and spoken - this is non-negotiable.
• Proficient with tools such as Intercom, Jira, and AI-assisted support platforms.
• Operationally minded, thinking in systems, not just tasks.
• Clear communicator with engineers, executives, and frustrated customers.
• High standards for performance, with a focus on team development.
• Exposure to social media management, CRM, or monitoring tools is a plus.

Who You Are

• Accountable: You own outcomes, not just activities.
• Decisive under pressure: When things are broken, you move fast.
• Relentlessly improving: Good enough is a starting point, not a destination.
• Energised by building: This role has real scope - that excites you, not overwhelms you.

What the Hiring Process Will Look Like

• Screening call with Talent Acquisition
• Technical interview with the hiring manager
• Practical task
• Final interview and offer