Transform Customer Support into a Competitive Advantage Offered by: Tarig Zbida | CX Strategist & Team Leader 📍 Remote (Berlin, Germany) | 💬 English, Arabic, German About This Service Growing businesses need customer experience (CX) that scales—without the overhead of a full-time hire. As a Fractional CX Lead, I partner with startups, tech companies, and scaling teams to design, optimize, and execute customer journeys that drive loyalty, retention, and operational efficiency. With 15+ years leading customer care, sales, and support teams (TIER Mobility, Booking.com, Concentrix), I bridge the gap between customer insight and action. Whether you need to: Build a CX strategy from scratch, Streamline support workflows, Train high-performing teams, or Align metrics with business goals— I deliver flexible, results-driven leadership tailored to your stage and needs. What I Offer 1. End-to-End CX Strategy & Design Audit existing customer journeys and identify friction points. Design scalable processes for onboarding, support, and retention. Implement CRM​/​ticketing systems (Zendesk, Intercom, HubSpot) and knowledge bases. 2. Operational Excellence Optimize escalation workflows, SLAs, and KPIs to reduce resolution time. Develop feedback loops (NPS, CSAT, VoC) and turn data into actionable improvements. Automate repetitive tasks to free up team capacity. 3. Team Leadership & Coaching Mentor support teams, CSMs, or offshore agents to elevate performance. Create training programs for consistency and empathy in customer interactions. Crisis management for outages or high-volume escalations. 4. Cross-Functional Alignment Collaborate with product, marketing, and ops to align CX with business goals. Advise on multilingual​/​global customer support strategies (MENA​/​EU experience). Why Work With Me? ✅ Proven Playbook: Scaled CX at TIER Mobility (+18% CSAT), Booking.com, and sales teams at Concentrix. ✅ Hybrid Skills: Blend of operational rigor, data-driven decision-making, and team leadership. ✅ Flexible Engagement: Fractional, project-based, or advisory support—no long-term commitment needed. Ideal For Companies That: Are scaling rapidly and need CX that keeps pace. Lack in-house CX leadership but want enterprise-grade strategy. Operate in tech, mobility, SaaS, or global markets. Pricing & Availability Remote-first engagements. Flexible pricing (hourly, project-based, or retainer). Contact me to discuss your needs