Job Title: Customer Success & Support Coordinator
Reports to: Director of Customer Success & Support
Role Summary
Coordinate the work between the Support team and the Customer Success team, and support the Director in running both functions day to day. The role makes sure client requests, escalations, follow-ups and reports move between the two teams without delay or gaps.
Key Responsibilities
- Act as the coordination point between Support and Customer Success for client issues, requests and escalations.
- Track open escalations and action items, and follow up with team leads until they are closed.
- Prepare the weekly and monthly reports: ticket status, SLA performance, backlog and client updates.
- Maintain trackers for clients, projects, renewals and the training plan.
- Organise internal meetings and client service reviews: agendas, minutes and action follow-up.
- Manage the Director's calendar, priorities and follow-ups across both teams.
- Keep documentation, templates and shared files up to date and organised.
- Flag risks early, such as SLA breaches, delayed client responses or overdue actions.
Requirements
- Bachelor's degree in Business, IT or a related field.
- 1 to 3 years in coordination, project or operations support, preferably in an IT or services company.
- Strong organisation and follow-up skills, with the ability to handle several priorities at once.
- Good written and verbal communication in Arabic and English.
- Strong Excel and PowerPoint skills. Experience with ticketing or project tools (Jira, ServiceNow or similar) is a plus.
- Basic understanding of IT support or automation is a plus.
