Customer Experience Manager – Libya

About Presto

Presto is a dynamic on-demand food and grocery delivery service operating across Libya, Tunisia, and Mauritania. Our app connects customers with restaurants, shops, and couriers, while we manage the operational backbone locally for each market. Libya is our primary and fastest expanding market, where our customer experience team plays a critical role: ensuring orders arrive correctly, punctually, and that any issues are swiftly resolved.

Role Overview

We seek a Customer Experience Manager to lead the entire customer experience and customer support department in Libya. This is a hands-on operational leadership role overseeing a 24/7, multi-channel support center with over 80 agents organized into specialized teams. You'll manage supervisors, be responsible for all department outcomes including response times and payroll precision, and guide the department through rapid growth, maintaining excellent service levels and operational consistency.

Key Responsibilities

• Manage customer service levels across all channels (app chat, ticketing, internal dispatch tools, and phone) continuously throughout every shift.
• Implement daily operational processes such as shift transitions, supervisor meetings, backlog management, and escalation reviews.
• Oversee live order interventions addressing stuck orders, courier availability, and service coverage deficiencies.
• Administer customer retention and recovery initiatives within a designated compensation budget.
• Function as the final escalation point for customer, partner, and courier issues before involving regional leadership.
• Lead and develop supervisors and functional specialists directly; indirectly manage over 80 agents with plans for expansion.
• Set supervisor objectives, conduct one-on-one meetings, development planning, and performance evaluations.
• Collaborate with HR on agent recruitment, onboarding quality assurance, and new hire retention.
• Address attrition, engagement, and maintain a positive departmental culture.
• Run the department's performance management program including scheduling, calibration, scoring consistency, and dispute resolution.
• Coordinate KPI setting at team levels and suggest modifications to regional leadership as needed.
• Manage quality assurance processes such as audits, score calibration, coaching, and standard operating procedure maintenance.
• Prepare monthly schedules, approve leave and overtime, control budget for paid overtime, and ensure accurate, timely payroll submissions with zero errors.
• Lead development of department tooling with technical teams, focusing on ticketing, workflow, and telephony enhancements.
• Analyze root causes of support contacts related to delivery issues, partner cancellations, and app failures; collaborate to reduce contact volume.
• Establish structured customer feedback mechanisms and translate insights into action plans.
• Deliver weekly reports and monthly operational reviews to regional leadership and represent customer voice in country leadership meetings.
• Provide early warnings on staffing, tooling, service, or legal risks to senior management.

Performance Metrics

• First response and resolution times by channel
• Customer satisfaction and repeat order rates following support interactions
• Contact rate per order and first-touch resolution percentage
• Coverage during peak hours and adherence to schedules
• Overtime and compensation spend against budgets
• Payroll accuracy and department attrition rates
• New hire retention at 90 days and timely delivery of performance cycles

Candidate Profile

• Minimum 6 years experience in customer support, customer experience, or contact center operations, with at least 2 years managing supervisors or team leads.
• Experience overseeing a 24/7, multi-shift operation either internally or via a BPO.
• Proven capability managing performance or quality frameworks hands-on.
• Proficiency using ticketing systems like Zendesk or equivalents, workforce scheduling tools, and advanced Excel functions including pivot tables and lookups.
• Deep understanding of contact center metrics such as CSAT, First Response Time (FRT), Average Handle Time (AHT), quality assurance, and adherence.
• Fluent professional-level spoken and written Arabic and English.
• Residence in Libya or willingness to relocate to Tripoli is essential.
• Preferably, experience with on-demand delivery, quick commerce, ride-hailing, or telecom sectors where support is embedded in live marketplaces.
• Experience with live operations or dispatch, and in organizing and structuring teams post-growth or reorganization.
• Knowledge of business intelligence and reporting tools like Power BI, Looker, or basic SQL is advantageous.

Personal Attributes

• Ability to decisively act independently and defend decisions with data.
• Capability to hold supervisors accountable without micromanagement.
• Proactive escalation without causing undue alarm or surprise to higher management.
• Calm, composed demeanor under high-pressure situations including peak queue times.
• Fairness and consistency in personnel decisions, earning respect and trust from teams.

First Year Milestones

• Within 90 days: Establish full ownership of operational rhythms and reporting; deliver payroll and overtime cycles flawlessly; assess department and set priorities.
• By 6 months: Complete a full performance review cycle on schedule, reach new hire retention targets, and maintain or improve service levels amid growth.
• By 12 months: Achieve consistent operational cadence, reduce contact rates due to root-cause initiatives with logistics and product teams, and initiate plans for the department's next growth phase.