Head of Customer Experience

About The Company

Yassir is the leading super App in the Maghreb region set to change the way daily services are provided.

We offer on-demand services such as ride-hailing and last-mile delivery. Building on this infrastructure, we are now introducing financial services to help our users pay, save and borrow digitally.

Helping usher Africa into a digital economy era. We're not just about serving people - we're about creating a marketplace to bring people what they need while infusing social values.

About The Team

We are looking for sharp, highly motivated individuals to join our Central Operations team.

The Central Operations team, in collaboration with the Country teams, is responsible for scaling best practices and driving efficiencies for Operations across Yassir's global platform.

About The Role

We are hiring a Head of Customer Experience & Support to build and scale a global, high-performance Customer Experience organization across multiple countries and products. This role blends strategy, operational excellence, and hands-on leadership, with direct impact on customer satisfaction, retention, marketplace performance, and cost-to-serve

What You Will Do

Customer Experience Strategy & Ownership: Define and execute the global CE strategy and roadmap, aligned with business objectives. Own core CE KPIs: NPS, CSAT, FCR, TTR, cost-to-serve, retention. Tie customer experience outcomes to business impact (retention, revenue per order, order lifecycle time)
Scale & Standardize Operations Across Markets: Standardize Customer Support processes across all countries and channels (chat, phone, email). Ensure consistent service quality regardless of market, channel, or volume
Knowledge-Driven & Efficient Support: Make the knowledge base the backbone of agent training and issue resolution. Partner with Product teams to redesign the Help Center for a Super App environment. Drive operational excellence with clear performance standards, including: (80% First Contact Resolution (FCR),Same-shift resolution or structured handover until closure.)
Continuous Improvement & Product Collaboration: Conduct deep dives on underperforming areas by country, channel, or journey step. Translate customer insights into product, process, and automation improvements. Write and own structured improvement proposals to raise customer satisfaction and efficiency
Hands-On Leadership & Crisis Management: Stay close to the operation by spending one day per week handling real tickets. Lead incident and crisis management with calm execution and clear communication. Establish strong operating rhythms: dashboards, weekly reviews, escalation paths

What We're Looking For

Experience & Skills
8–12+ years in Customer Experience, Customer Support, or Operations
Proven experience in on-demand, food delivery, ride-hailing, or e-commerce environments
Strong track record scaling multi-country CE operations, across in-house and BPO models
Hands-on experience with CRM & CX tools (Zendesk, Dynamics, or equivalent), WFM, and QA tools
Strong analytical skills with Excel / GSheets / SQL, able to turn data into decisions
Deep understanding of process design, automation, and operational efficiency
Leadership & Soft Skills
Confident cross-functional leader, able to influence Product, Tech, Ops, and Country GMs
Strong communicator with senior stakeholders
Comfortable operating in fast-paced, high-growth environments
Hands-on, pragmatic, and execution-focused leadership style
Languages
Fluent French required
Professional English required
Arabic is a plus
Bonus Points
Experience implementing automation, AI, bots, and self-service solutions
Experience managing teams across diverse, multicultural markets

We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.
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