Customer Success Lead

About the role

Slide It, Lebanon's first Buy Now, Pay Later platform, is hiring a full-time, on-site Customer Success Lead in the Beirut Governorate. The role oversees customer success operations so that users have a smooth experience from onboarding through ongoing use of the app and services.

Key responsibilities

• Manage customer support processes and handle escalated inquiries
• Monitor customer satisfaction metrics and identify ways to improve service quality
• Collaborate with product, operations and marketing teams to share customer feedback, optimise workflows and support initiatives that boost engagement and retention
• Develop customer success best practices, mentor team members and contribute to continuous improvement of the customer journey

Required profile

• Strong customer service and support skills, with experience handling inquiries, resolving issues and guiding users
• Focus on customer satisfaction, including tracking and improving experience metrics and building long-term relationships
• Solid written and verbal communication skills
• Analytical skills to interpret data, spot trends and propose actionable insights
• Bachelor's degree in Business, Communications, Marketing or a related field, or equivalent practical experience
• Ability to work on-site in Beirut Governorate; leadership experience in customer-facing teams in tech, fintech or consumer environments is beneficial

Required skills

• Familiarity with CRM tools, ticketing systems or customer support platforms is an advantage