Customer Onboarding & Implementation Team Leader

Who Are We❓
We Are Foodics! a leading restaurant management ecosystem and payment tech provider. Founded in 2014 with headquarter in Riyadh and offices across 5 countries, including UAE, Egypt, Jordan and Kuwait. We are currently serving customers and partners in over 35 different countries worldwide. Our innovative products have successfully processed over 6 billion (yes, billion with a B) orders so far! making Foodics one of the most rapidly evolving SaaS companies to ever emerge from the MENA region. Also Foodics has achieved three rounds of funding, with the latest raising $170 million in the largest SaaS funding round in MENA, boosting its innovation capabilities to better serve business owners.

The Job in a Nutshell💡 

We are seeking an experienced and driven Implementation & Support Team Lead to oversee the successful onboarding of our delivery ordering platform across SME customer sites across the Middle East, while leading and mentoring a growing local team. This role combines hands-on project delivery with team leadership, ensuring high-quality implementations, strong customer relationships, and effective post-launch technical support. The successful candidate will act as the senior escalation point for both customers and the team, driving performance and continuous improvement as the business scales.

What Will You Do❓

Project Oversight & Delivery Excellence

• Maintain ownership of key and high-priority delivery platform projects from Sales handover through to go-live and post-launch support, applying strong project management disciplines throughout.
• Oversee the end-to-end implementation process across the team, ensuring projects are delivered on time, within scope, and to a high standard in a fast-paced environment.
• Manage and prioritise competing project demands, ensuring the team can effectively handle a high volume of concurrent implementations.
• Ensure all platforms are fully integrated, tested, and operational before launch.
• Support team members with complex integrations, challenges, or project risks.
  Team Leadership & Management
• Provide day-to-day leadership, guidance, and mentorship to the Implementation & Support Specialist team.
• Act as the primary escalation point for team members requiring support with projects, customers, or technical challenges.
• Monitor team workload and capacity, ensuring resources are effectively allocated and projects are balanced across the team
• Proactively identify and address any risks to delivery or team performance.
• Foster a collaborative, high-performing team environment focused on continuous improvement.
  
  Absence & Performance Oversight
• Manage and track team absences, ensuring adequate project coverage at all times.
• Ensure the team is meeting expectations, fulfilling their responsibilities, and delivering against objectives.
• Step in to support or redistribute workload where needed to maintain delivery standards.
  Customer & Stakeholder Management
• Oversee key customer relationships, particularly for high-value or complex accounts.
• Ensure consistent, high-quality communication across all customer interactions.
• Support the team in resolving escalated customer issues and maintaining customer satisfaction.
  Partner & Delivery Coordination
• Ensure effective communication and coordination with all third-party providers and delivery partners.
• Lead and oversee liaison with external partners to manage integrations, resolve dependencies, and ensure successful go-lives.
• Maintain oversight of integrations to ensure smooth and timely go-lives across all projects
  Training & Enablement
• Support and guide the team in delivering high-quality customer training on the wi-Q platform.
• Identify training needs within the team and contribute to ongoing development and upskilling.
• Ensure customers are fully equipped and confident to operate the platform post-launch.
  Post Go-Live Technical Support & Continuous Improvement
• Ensure strong first-line support processes are in place post-launch for all live customer sites.
• Resolve technical issues, coordinating timely resolution across internal and external teams.
• Identify recurring issues or opportunities for process improvement and drive changes across the team.
  Scaling & Growth Support
• Support the team through periods of growth and increased project demand.
• Help implement processes, tools, and best practices to improve efficiency as the business scales.
• Act as a key point of support during high-pressure periods, ensuring delivery standards and team wellbeing are maintained.
  

What Are We Looking For❓

• Proven experience in implementation, project management, or customer success within a SaaS or technology environment.
• Strong project management skills with a demonstrated ability to manage multiple priorities and support a team in a fast-paced environment.
• Strong leadership or team management experience, with a track record of developing and Supporting others.
• Excellent stakeholder management and communication skills, with the ability to manage both customer and internal relationships.
• Experience liaising with and managing third-party providers and external delivery partners.
• Highly organized with strong problem-solving and decision-making abilities.
• Experience managing escalations and complex customer scenarios with a calm, solution- focused approach.
• Passion for team development, coaching, and continuous improvement.
• Experience with delivery/ordering platforms or hospitality technology is a strong advantage.
• Fluent Arabic speaker; professional English proficiency required.

Who Will Excel❓

• Consistent, high-quality project delivery across the team.
• Strong team performance, engagement, and development.
• High customer satisfaction and retention.
• Effective handling of escalations and complex issues.
• Scalable processes that support business growth.

What We Offer You❗

We believe you will love working at Foodics!

• We have an inclusive and diverse culture that encourages innovation and flexibility.
• We offer highly competitive compensation packages, including bonuses and the potential for shares.
• We prioritize personal development and offer regular training and an annual learning stipend to tackle new challenges and grow your career in a hyper-growth environment.
• Join a talented team of over 30 nationalities working in 14 countries, and gain valuable experience in an exciting industry.
• We offer autonomy, mentoring, and challenging goals that create incredible opportunities for both you and the company.