# Customer Care Supervisor

> ZainCash · Baghdad, Iraq · Full-time · Posted 2026-06-30

**Workplace:** on_site

**Department:** Customer Care

## Description

**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 team 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).

## Requirements

-   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 1–2 years in customer service or a related field is required.

## Apply

[Apply at ZainCash](https://apply.workable.com/zaincash-1/j/96A6FD7EF4/apply)

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