Customer Experience & Quality Control Team Lead

About the role

Jobs for Humanity’s noknok grocery delivery platform is seeking a Customer Experience & Quality Control Team Lead to oversee the daily operations of its customer service centre. The role combines leadership of shift teams, quality monitoring and continuous improvement to ensure fast, reliable service for customers in Lebanon.

Key responsibilities

• Optimize operational processes, drive cost‑reduction initiatives and enhance overall customer experience.
• Coordinate with all internal departments, report and propose improvements to customer‑related workflows.
• Plan and manage shift schedules for customer service agents, ensuring adequate coverage.
• Monitor service quality, log incidents, and work with relevant teams to resolve procedural deviations.
• Train, coach and follow‑up with agents to handle pre‑sale and post‑sale issues across all communication channels.
• Prepare and submit regular customer service reports to senior management.
• Act as interim Customer Experience Manager, escalating urgent matters to the manager.
• Collaborate with drivers and warehouse staff to guarantee accurate and timely deliveries.

Required profile

• Bachelor’s degree in Business Administration, Marketing or a related field.
• 3–5 years of experience in customer service, quality control or operations management.
• Fluent English; French is a plus.
• Strong organizational, problem‑solving and time‑management abilities.
• Commitment to confidentiality and business ethics.