Customer Care Manager – Partner Success

Classera is looking for an experienced Customer Care Manager to join our Partner Success team in Egypt.

The role will be responsible for improving the end-to-end customer journey, customer satisfaction, activation processes, and communication standards. The successful candidate will work closely with Partner Success, Product, Implementation, Technical Support, and Operations teams to improve partner engagement, service quality, retention, and platform adoption.

Key Responsibilities

• Develop and execute customer journey and satisfaction plans.
• Monitor customer satisfaction, engagement, and platform adoption.
• Manage customer complaints and escalations.
• Analyze customer feedback and recommend improvement actions.
• Develop and maintain standards, SOPs, and playbooks for customer activation processes and communications.
• Coordinate with internal teams to resolve service and platform-related issues.
• Prepare customer experience reports and performance dashboards.
• Lead and coach the Customer Care team.
• Support customer retention and renewal objectives.

Requirements

• 5–7 years of experience in Customer Care, Customer Experience, Customer Success, or Partner Success.

• Minimum 2 years of experience in a supervisory or managerial position.
• Experience in EdTech, SaaS, technology, or education is highly preferred.
• Experience developing customer journey plans, SOPs, standards, or playbooks.
• Strong complaint management, reporting, and analytical skills.
• Excellent Arabic and strong professional English.
• Strong leadership and stakeholder management skills