Customer Service Manager
CASABLANCA, MOROCCO /FULL-TIME, FIXED TERM
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The Role
As our first customer service employee in Morocco, you’ll be doing the
following:
 Recruit, train, and onboard new customer support agents and team leads 
 Set team goals (e.g. customer satisfaction) and provide day-to-day coaching and workforce
management of junior manager
 Create and implement new ways to improve customer service experience 
 Maintain and improve call centre operations by monitoring system performance;
identifying and resolving problems, and managing system and process improvements
 Adaption of service procedure, policies and standards to a Moroccan context
 Handle customer concerns and ensure all cases are resolved promptly and to the highest
standards 
Requirements
 Bachelor’s degree
 Demonstrated experience (e.g. 3 to 4 years)  setting up, scaling, and managing a multi-
channel call centre (e.g. hiring and onboarding staff, setting up systems) 
 Proficiency in analysing and interpreting data via business intelligence tools (e.g. Tableau,
Mode) / Proficiency in Excel required 
 Solid understanding of customer service software. Familiarity with Zendesk ideal 
 Excellent communicator 
 ‘No task too small’ mentality and willingness to delve into gritty details to get things done
 Fluent English and French required. Fluency in Arabic, Italian, or Spanish a plus 
 Right to work in Morocco required
Benefits
 Competitive salary (based on experience)
 Flexible hours
 Regular team events
 Professional development opportunities (e.g. language lessons, training, etc.)
 equipment (laptop, accessories)
 Work from home desk stipend
 Behavioral health benefits