Assistant Manager – After Sales Support

About the role

The Assistant Manager – After Sales Support ensures that the promises made during sales are delivered through reliable service for corporate clients. Based in Tunisia, you will oversee the day‑to‑day operations of the After Sales Support department, driving performance, efficiency and customer satisfaction.

Key responsibilities

• Manage daily planning and operations to meet SLAs, quality targets and service standards.
• Oversee resource planning and productivity to handle large volumes of new business, renewals and onboarding.
• Lead, coach and develop the team, conduct performance reviews and foster a high‑performance culture.
• Own onboarding and training for new staff and ensure clear, consistent processes and documentation.
• Review and improve processes, systems and protocols to maximise efficiency and client retention.
• Act as the communication link between team leaders, the After Sales Support Manager and internal stakeholders.
• Use operational data to track performance, identify issues early and report productivity metrics.
• Contribute to employee engagement, succession planning and support change‑management initiatives.
• Work with AI, machine‑learning, data‑analytics and cloud‑based tools in line with data‑governance standards.
• Support ad‑hoc projects that align with the wider company strategy, including occasional extended hours or travel.

Required profile

• Third‑level degree or relevant professional qualification.
• Minimum 5 years of commercial and operational experience in customer operations, after‑sales or service delivery.
• Proven experience managing teams in a KPI/SLA‑driven environment.
• Strong analytical mindset with the ability to handle pressure, large workloads and change.
• Excellent communication skills to liaise between frontline, internal stakeholders and senior management.

Required skills