COGEP

The manager will define and drive the support strategy, including setting performance indicators (SLAs, resolution times, customer satisfaction) and structuring an effective, scalable support system focused on user experience. They will also manage and develop a team of 10 to 15 Customer Care Specialists, ensuring skill growth and maintaining high-quality responses.

The main mission is to ensure customer satisfaction by assisting them with the use of digital solutions, handling and resolving their technical and functional issues via various support channels. The role also involves contributing to continuous customer experience improvement by identifying and reporting user irritations to relevant teams.