{"id":2344191,"url":"https://alion.io/job/ouredu-customer-success-supervisor","title":"Customer Success Supervisor","company":{"id":3882229,"name":"OurEdu","domain":"our-edu.net","url":"https://alion.io/company/our-edu","size_band":null,"is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":null,"truth_index":null},"role":"Customer Success","role_family":"Customer Success","seniority":"senior","employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Cairo, Egypt"],"countries":["EG"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":53000,"max_usd":125000,"period":"year","method":"global_role_cell_scaled_by_country","sample_n":1304},"experience_years_min":6,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[],"status":"live","first_seen_at":"2026-10-12T11:55:19Z","employer_posted_date":null,"last_verified_at":"2026-10-12T11:55:19Z","board_verified":false,"closed_at":null,"days_open":2,"trust":{"level":"not_scored","repost_count":null,"flags":[],"days_open":2},"description":"Job Purpose\nLead and manage the Customer Success Department, overseeing Customer Success Account Management, Customer Experience, and Technical Support to ensure customer satisfaction, successful product adoption, service quality, and long-term customer retention. The role is responsible for managing team leaders and account managers, driving operational performance, developing effective processes, and ensuring alignment between customer needs and the company's business objectives.\nKey Responsibilities\nLead the Customer Success Department, overseeing Customer Success Account Management, Customer Experience, and Technical Support to ensure effective operations and high-quality service delivery.\n\nManage team leaders and account managers, ensuring clear responsibilities, accountability, effective execution, and continuous performance improvement.\n\nEstablish and monitor departmental KPIs, performance targets, and operational standards, conducting regular performance reviews and implementing corrective action plans when needed.\n\nOversee customer account management to ensure strong customer relationships, product adoption, ongoing value realization, and effective account development.\n\nMonitor customer engagement, satisfaction, and retention, identifying at-risk accounts and implementing proactive engagement, recovery, and retention plans.\n\nOversee the end-to-end customer experience, from onboarding through ongoing service delivery, identifying customer pain points and driving measurable improvements in satisfaction and service quality.\n\nSupervise Technical Support through the Team Leader, ensuring efficient operations, adequate support coverage, and compliance with agreed service levels (SLAs).\n\nMonitor support performance and issue resolution, including response and resolution times, ticket backlog, escalations, and recurring technical issues, coordinating with relevant teams to address root causes.\n\nIdentify opportunities for account growth and service expansion in coordination with Sales, ensuring customer needs and feedback contribute to commercial opportunities.\n\nDrive cross-functional coordination with Sales, Marketing, Implementation, Product, and Technical teams to ensure a seamless customer journey and timely resolution of customer-related challenges.\n\nPrepare and present regular departmental performance reports covering KPIs, customer satisfaction, account health, retention risks, support performance, and improvement initiatives, providing management with actionable recommendations.\n\nDrive continuous improvement and operational efficiency by optimizing team capacity, standardizing processes, analyzing customer feedback, and promoting a customer-centric culture across the organization.\n\nRequirements\nBachelor's degree in Business Administration, Information Systems, or a related field.\n\nMinimum of 6 years of relevant experience in Customer Success, Account Management, Customer Experience, or Technical Support, including 3-4 years in a supervisory or team management role.\n\nProven experience managing customer-facing teams, preferably across multiple functions, with strong knowledge of customer lifecycle management, product adoption, retention, and service delivery.\n\nStrong understanding of customer service KPIs, SLAs, performance management, data analysis, and continuous improvement processes.\n\nExcellent leadership, communication, problem-solving, and stakeholder management skills, with the ability to manage escalations, prioritize tasks, and make data-driven decisions.\n\nExperience with CRM platforms, ticketing systems, and reporting tools is required; 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