Customer Experience Team Leader

🚀 We’re Hiring: Customer Experience Team Leader
About Wafi Health
Wafi Health is a digital healthcare platform making it easier for people across Saudi Arabia to discover and access healthcare services with greater simplicity, transparency, and convenience.
As we continue to grow, we’re looking for an experienced Customer Experience Team Leader to lead our Telesales & Customer Service team, strengthen team performance, and ensure every customer interaction reflects the experience we aim to deliver at Wafi Health.
What You’ll Do
✅ Lead, coach, and develop the Telesales & Customer Service team, creating a high-performance and customer-first culture.
✅ Manage day-to-day operations, workload distribution, schedules, and team productivity.
✅ Set, monitor, and drive performance against key sales and customer experience KPIs, including conversion rates, response times, call quality, productivity, and customer satisfaction.
✅ Conduct regular call monitoring, quality assessments, one-on-one coaching, and performance reviews.
✅ Identify performance gaps and develop clear action plans to improve individual and team results.
✅ Manage customer escalations and ensure complex cases are resolved effectively and professionally.
✅ Continuously improve scripts, workflows, SOPs, and customer communication standards.
✅ Analyze customer feedback and operational data to identify trends, recurring issues, and opportunities to improve the customer journey.
✅ Ensure accurate and consistent use of CRM systems, including lead management, follow-ups, customer records, and pipeline visibility.
✅ Collaborate closely with Sales, Operations, Marketing, and other teams to improve conversion, service quality, and the overall customer experience.
✅ Prepare regular performance reports and translate data into clear insights and actionable recommendations for management.
What We’re Looking For
🔹 6+ years of experience in Customer Service, Telesales, Contact Center, Customer Experience, or a related field.
🔹 Proven experience in a Team Leader or supervisory role is a must.
🔹 Demonstrated experience managing both customer service and sales-driven teams.
🔹 Strong leadership, coaching, performance management, and team development skills.
🔹 Strong understanding of sales funnels, lead management, conversion rates, customer service KPIs, and quality standards.
🔹 Hands-on experience with CRM and customer support systems.
🔹 Strong analytical and reporting skills with the ability to turn data into practical actions.
🔹 Excellent communication, negotiation, problem-solving, and conflict-resolution skills.
🔹 Ability to manage escalations and make sound decisions in a fast-paced environment.
🔹 Strong organizational and time-management skills with the ability to prioritize effectively.
🔹 Customer-first mindset with a strong sense of ownership and accountability.
🔹 Experience in Healthcare, HealthTech, or digital platforms is a plus.
🔹 Fluent in Arabic and English.
Ready to Lead the Experience?
If you’re passionate about building high-performing teams, driving results, and creating customer experiences that make a real difference, we’d love to hear from you.
Join Wafi Health and help us make access to healthcare simpler.

Work arrangement
Yes