Customer Support, Delivery & Success Manager - Operations (Egypt)

ABOUT TURPAL Turpal is a Dubai-based, remote-first travel tech startup transforming the way Travel Companies offer services to their travelers. Thanks to Turpal, travel companies (providers of experience, travel agencies, and destination management companies among others) boost their revenues (increase direct sales, boost up/cross-selling) while offering an improved experience to their travelers. ABOUT THE ROLE: CUSTOMER OPERATIONS MANAGER Job Summary The Customer Operations Manager owns the end-to-end customer lifecycle at Turpal, from onboarding and implementation through ongoing support, retention, and expansion. This is a player-coach role: you lead and develop a small team of Customer Operations Specialists while staying hands-on with strategic accounts and complex implementations. You are the operational owner of customer health and the primary bridge between customers and the product and development teams. You set the standards the team works to, and you raise them. Candidates should be passionate about technology, commercially minded, and possess excellent bilingual communication skills in English and Arabic. KEY RESPONSIBILITIES Team leadership and coaching

• Lead, coach, and develop a team of multi-country Customer Operations Specialists, setting clear goals, standards, and ways of working
• Own team capacity planning, workload distribution, and account coverage across customers and time zones
• Stay hands-on as a player-coach by personally managing strategic accounts and complex implementations

Onboarding and implementation

• Own the onboarding and implementation framework, ensuring fast and smooth go-lives for new B2B customers
• Define and continuously improve the playbook from contract signing to go-live
• Lead implementation for key accounts and unblock escalations across the team

Support and service quality

• Own the post-implementation support experience, setting and meeting response and resolution standards
• Act as the escalation point for complex or sensitive customer issues
• Ensure consistent, high-quality service across all customer accounts

Retention and expansion

• Own customer health, retention, and renewals across the portfolio
• Identify and drive up-sell and cross-sell opportunities in partnership with Sales
• Build and maintain trusted relationships with key stakeholders inside customer organizations

Product and cross-functional

• Serve as the voice of the customer to Product and Engineering, prioritizing feedback that drives roadmap impact
• Work closely with the development team to translate client feedback into product improvements
• Maintain deep product expertise and ensure training materials stay current in English and Arabic

Process, tooling, and reporting

• Improve the Operating Model to continue delivering a better service to our customers
• Define and track the metrics that matter: onboarding time, adoption, satisfaction, retention, and expansion
• Select, implement, and optimize customer operations tooling (CRM, ticketing, onboarding)
• Report on customer operations performance to leadership and inform strategic decisions

REQUIREMENTS

• Fluent in English and Arabic
• 7+ years in customer-facing roles in tech products/services, including B2B SaaS
• 3+ years leading a customer-facing team (customer support, onboarding, success, or implementation)
• Proven track record owning customer outcomes across onboarding, support, and retention/expansion
• Experience working in a remote-first setup
• Bachelor's Degree
• Strong communication skills, capable of simplifying complex information for varied audiences
• Excellent problem-solving, prioritization, and stakeholder-management abilities
• Hands-on fluency with operations systems (CRM, ticketing, onboarding tools)
• Nice to have: exposure to the travel industry
• Nice to have: experience in an early-stage or scaling startup