Customer Support Manager

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.
  
  

• 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.
  
  

• 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.
  
  

• 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.
  
  

• Work Visa sponsorship
• Medical insurance
• 30 days of paid annual leave
• Supportive team culture and modern office environment