Customer Support Manager

Lucidya

About The Position

About Lucidya Lucidya is an AI-native platform for customer experience (CX) intelligence that manages entire customer lifecycles autonomously, from initial engagement through retention and growth. Unlike platforms that only surface insights and leave the action to you, Lucidya completes the loop with proprietary NLU capabilities developed entirely in-house and trained on millions of multilingual conversations, equipping marketing, support, CX, and research teams to deliver personalized experiences that drive measurable improvements in customer satisfaction, retention, and lifetime value. Why This Role Matters Support is where promises get tested. Our customers (enterprises, government entities, and large organisations) chose Lucidya because they believed it would make their teams better. When something goes wrong, or when they simply need answers fast, this team is what they experience. That experience either reinforces their decision or erodes it. We are building a support function that doesn't just respond - it resolves, learns, and improves continuously. You will own that function. You will set the standard for what great support looks like at Lucidya, build the team and systems to deliver it, and use AI and automation to make it scale. If you do this well, customers stay, trust deepens, and the entire business feels it.

Requirements

5+ years in customer support within a SaaS environment
At least 2 years in a leadership role
Fluent in Arabic and English, written and spoken
Proficient with Intercom, Jira, and AI-assisted support platforms
Operationally minded; think in systems, not just tasks
Ability to build scalable systems
Clear communication skills with engineers, executives, and customers
Ability to hold a high bar and enforce it
Ability to develop your team rather than just managing them

Nice To Haves

Exposure to social media management, CRM, or monitoring tools

Responsibilities

Lead, coach, and hold accountable a customer support team delivering high-quality service across chat, email, and ticketing.
Own SLAs end-to-end. Set targets, monitor them, and close the gaps when they slip.
Take ownership of escalations - not just to resolve them, but to understand why they happened and stop them from recurring.
Track the metrics that matter: CSAT, FRT, FCR, resolution time, SLA adherence, escalation rate, and backlog.
Design and continuously refine support workflows, ticket routing, and escalation paths.
Identify inefficiencies before they become patterns. Fix anything slowing the team down.
Build and maintain a knowledge base that is accurate, consistent, and genuinely useful.
Implement a QA process with teeth. Review real interactions, give direct feedback, and raise the floor on response quality across the team.
Deploy AI tools and support agents to improve the speed, consistency, and quality of every interaction.
Identify tickets that should never reach a human and build the automation to handle them.
Monitor AI-generated responses for accuracy and reliability. Fix the root cause when they fall short.
Track AI performance through deflection rate, resolution rate, and accuracy.
Improve what isn't working. Stay ahead of where AI can go next in your workflows.
Partner with Product and Engineering to surface bugs, pattern recurring issues, and turn support data into product improvements.
Stay close to Customer Success on at-risk accounts, open issues, and customers that need elevated attention.
Translate ticket trends and customer behaviour into clear, actionable recommendations - for your team and for the wider business.