We are looking for a Customer Support Manager to lead and elevate our customer service operations, ensuring a seamless and satisfying experience for every client interaction. This role is central to building trust, resolving issues efficiently, and driving service excellence across our customer touchpoints.
The ideal candidate brings a proactive mindset, strong leadership qualities, and a passion for delivering best-in-class customer care. You should be detail-oriented, solutions-driven, and ready to set new standards in service delivery. If you thrive in fast-paced environments and are committed to customer satisfaction, read on.
Key Responsibilities
Core Functions
Oversee the day-to-day operations of the customer care team, ensuring prompt and professional handling of all inquiries and complaints.
Develop and implement service protocols to improve response time and client satisfaction.
Monitor service KPIs and maintain high performance across all touchpoints.
Lead the resolution of escalated issues, ensuring timely follow-up and closure.
Collaboration & Communication
Work closely with sales, operations, and technical teams to align service expectations and execution.
Train, mentor, and support customer care staff to maintain quality and consistency in communication.
Maintain a feedback loop with clients to gather insights and suggest service improvements.
Prepare internal communication on service policies, updates, and client insights.
Performance, Reporting & Strategy
Track and report on service metrics, customer satisfaction scores, and issue resolution timelines.
Identify trends, gaps, and areas of improvement from client interactions and data analysis.
Recommend strategic changes to improve the customer journey and retention.
Support digital transformation and automation initiatives in customer service.
Requirements:
Minimum 5 years of experience in customer care or service management, preferably in the UAE.
Strong leadership skills with experience managing teams in client-facing roles.
Proficiency in CRM systems and ticketing tools.
Excellent communication and conflict resolution skills.
Ability to multitask and remain calm under pressure.
Fluency in English; Arabic is an advantage.
Salary & Benefits:
Competitive Salary: 10,000 – 15,000 AED
Work Visa sponsorship
Medical insurance
30 days of paid annual leave
Supportive team culture and modern office environment
Work Arrangement:
Type: Full-time, on-site position
Note: Remote or hybrid work is not available. Candidates must be based in or willing to relocate to the UAE.
Why Join Us?
Lead a customer care team where your leadership makes a real difference.
Join a company committed to service excellence and continuous improvement.
Be part of a collaborative environment that values your input and expertise.
Build a career with a stable, growth-focused organization.
Organized and efficient? Step into a role where your structure powers our success. Apply now!