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Customer Service Manager

Customer Service Manager

The position

As Customer Service Manager you become the face of Kitab Sawti. Your goal will be to build a world-class customer service department starting with you. You will build the department from scratch. 

You are responsible for guaranteeing an exceptional experience for all users by providing assistance, answering to all of their questions and building a strong and personal relationship between them and the brand. With the support of the technical department, you are expected to study all the features of our app and implement this understanding in guiding our users on how troubleshoot technical issues they might face. You are also expected to receive complaints, suggestions and ideas on how to develop the app and submit them in weekly reports to the technical team. 

Your responsibilities

  • Build a world-class customer service department that gives our users an excellent experience
  • Document the work and feedback from users in a structured way and report back to the customer success team 
  • Build up and manage a local customer service team
  • Managing overall business administration
  • Develop and share best practices on a global level


Your Profile

  • Your passion is to listen, understand and give excellent service
  • Bachelor degree or equivalent, with proven academic excellence
  • Fluent in English and Arabic
  • At least 1 years of experience in the field of customer service
  • Proven entrepreneurial skills and a strong understanding of the startup mentality
  • “Tech smart” with a knowledge about apps, e-commerce or online business
  • Strong analytical, structured problem-solving and communication skills
  • Experience from building and leading a team
  • Positive can-do attitude and self-motivation are essential
  • 100% execution-minded

What you can expect from us

  • Learn and work with some of the best entrepreneurs that will give you insights to all relevant aspects of building a company
  • Work in a flat, modern organisation with no bureaucracy where trust is the most important trait
  • Work in a fast-paced company where time between decision to action is minimal
  • The opportunity to build the Arabic audiobook market, a global business, meaningful network and experience
  • Competitive compensation

Start Date: As soon as possible

Location: Cairo

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Workplace & Culture

We have users all over the world, from different cultures and different experiences. We want the people in our company to reflect that. We strive for a diverse and including culture with people who are curious and want to be the best in what they do! We work hard, have fun and value openness, taking responsibility and honest communication. If you want to be a part of passionate team building the future of the Arabic storytelling tradition, you have found the right place.

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