# Customer Care Manager

> Envision Employment Solutions · El Sheikh Zayed City, Egypt · Full-time · Posted 2026-08-07

**Workplace:** on_site

**Department:** Banking Operations

## Description

_**Envision Employment Solutions**_ _is currently looking for a_ **Customer Care Manager** _for one of our partners, a leading Digital Bank!_

**THE ROLE**

You run the front line. When a customer messages or calls the digital bank, the team you lead is who answers, and whether their problem is solved in one contact or handed cleanly to a specialist comes down to how well you have built and coached that team. In a bank people are meant to belong to, you are the human proof that the digital bank is there when it matters.

**WHAT YOU’LL DO**

-   Run daily support operations across chat and phone, with real time queue monitoring and shift coverage that holds through peaks, incidents, outages and campaigns
-   Lead the customer support analysts to hit service levels, quality standards and first contact resolution, coaching them through regular QA sampling and structured feedback
-   Hold every interaction to the SOPs and the knowledge base, and make sure cases needing investigation are logged and routed correctly
-   Track open cases, aged tickets, handoffs and follow up until each one is closed, so nothing ever goes quiet on a customer
-   Escalate fraud, payments, complaints, vulnerable customer and high risk cases cleanly to the right specialists, from the Complaints Handling Unit to the anti fraud risk unit and Compliance
-   Build the training material and the coaching that lifts customer satisfaction and first contact resolution as the team scales

**WHAT WE’RE LOOKING FOR**

-   5 to 7 years in customer support, including leading or supervising a team, in a regulated financial services or fintech environment
-   A track record lifting customer satisfaction, first contact resolution and service levels across chat and phone using CRM and support tooling
-   The judgement to know which cases resolve at first contact and which must go to a specialist
-   A structured approach to QA sampling, coaching and building knowledge bases and standard operating procedures
-   Exposure to financial crime, payment disputes or complaint handling workflows is valuable, not essential

**YOU’LL THRIVE HERE IF YOU**

-   You believe a customer’s problem solved in one contact is worth more than ten polished replies
-   You’d rather fix the reason cases escalate than clear the queue and move on
-   You coach in the moment, because the team is only as good as its last hard call
-   You want to build the front line a bank is judged by

## Apply

[Apply at Envision Employment Solutions](https://apply.workable.com/envisiones/j/9964243DAB/apply)

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