Customer Care Supervisor

About Zaincash ZainCash Iraq is a leading mobile wallet in Iraq and recognized as Forbes top Fintech company of 2023 and 2024 as well as GSMA’s Best Mobile Innovation Supporting Humanitarian Situations. The company offers a range of consumer and business services including local and international money transfer, bill payments, companion payment cards, payroll, aid disbursement, and more. For more information, please visit www.zaincash.iq. Responsibilities: Supervise daily operations of the Customer Care team to ensure service quality and efficiency Monitor team performance and ensure all customer inquiries are handled within defined SLAs Provide continuous guidance, coaching and support to team members Handle escalated customer complaints and ensure proper resolution Prepare and share daily, weekly and monthly performance reports Provide detailed statistical feedback to management for evaluation and reward purposes Ensure all team members are updated on new products, features, policies, and incidents Identify performance gaps and develop action plans to improve team productivity Conduct regular performance reviews and one-on-one sessions with team members Maintain and update department FAQs and knowledge base Ensure adherence to company policies, procedures and compliance requirements Monitor attendance, adherence and shift scheduling Support on onboarding of new comers Identify process improvement opportunities and recommend solutions Coordinate with other departments to resolve customer issues Manage workload distribution to ensure balanced team performance Track and improve KPIs (CSAT, FCR, FRT, AHT, SLAs).

Education: Bachelor’s degree in Business Administration, Communications or a related field. Languages: Arabic (mandatory) and good command of English (spoken and written). Availability: Flexibility to work rotating shifts. Experience: Minimum 2–3 years in customer service or a related field is required.