Company Description NEXperience is a customer experience (CX) innovation company that helps global brands redefine how they engage with their customers. By combining top-tier talent, advanced AI technologies, and deep industry expertise, NEXperience delivers scalable nearshore solutions across customer support, digital sales, and back-office operations. The company serves sectors such as healthcare, technology, education, and e-commerce, offering cost-efficient services that can reduce operational expenses by up to 40% while maintaining HIPAA and GDPR compliance. Trusted by fast-growing startups and established enterprises, NEXperience operates 24/7 from Egypt to support international growth and deliver world-class CX. The team is focused on creating flexible, high-quality experiences that drive long-term customer satisfaction and business success.
Role Description The Team Leader (bilingual French/English) will oversee a customer support team, ensuring high-quality service delivery in both languages for international clients. This full-time, on-site role is based in New Cairo and involves managing daily operations, monitoring performance metrics, and providing coaching and feedback to team members. The Team Leader will handle escalated customer issues, align team activities with client KPIs, and collaborate with internal stakeholders to improve workflows and customer experience. Responsibilities also include scheduling, resource planning, reporting on team performance, and supporting training initiatives to maintain consistent service standards. The role requires strong leadership, the ability to work in a fast-paced environment, and a focus on continuous improvement in CX operations.
Qualifications
* Strong background in Education and Customer Service, demonstrating an ability to support learning and high-quality client interactions.
* Excellent Communication skills in both French and English, with the ability to provide clear guidance, feedback, and support to team members and clients.
* Experience in Curriculum Development or training design, particularly for customer service or CX-focused programs.
* Proven Educational Leadership or team leadership experience, including managing performance, coaching, and developing staff.
* Previous experience in BPO, CX, or contact center environments, preferably supporting global or multilingual accounts.
* Strong problem-solving, analytical, and organizational skills, with proficiency in basic office and CX tools (e.g., CRM systems, Excel, reporting dashboards).
* Ability to work on-site in New Cairo, with flexibility to support extended or rotating shifts as required by 24/7 operations.
* Bachelor’s degree in a relevant field (e.g., Business, Education, Communications) or equivalent professional experience.
