Customer Service Lead
Job in
Abu Dhabi, UAE/Dubai
Listed on 2026-02-20
Listing for:
ESTIDAMA UAE
Full Time
position Listed on 2026-02-20
Job specializations:
-
Customer Service/HelpDesk
Technical Support, HelpDesk/Support, Customer Service Rep, CRM System -
IT/Tech
Technical Support, HelpDesk/Support, CRM System
Job Description & How to Apply Below
- Lead and manage internal customer support teams and external outsourced support vendors
- Ensure timely response and resolution of customer issues
- Act as the main escalation point for complex or high-impact customer cases
- Monitor and improve SLAs, KPIs, and service quality metrics (response time, resolution rate, CSAT, etc.)
- Coordinate closely with product, engineering, and operations teams to resolve technical or system-related issues
- Develop and optimize customer support workflows, SOPs, and escalation processes
- Manage vendor performance, including onboarding, training alignment, and regular reviews
- Analyze customer feedback and support data to identify trends and improvement opportunities
- Support service readiness for new features, releases, or major incidents
- Ensure customer communications are clear, professional, and aligned with brand standards
- 5+ years of experience in customer support, service operations, or contact center management
- Proven experience managing customer support teams and/or BPO vendors
- Experience supporting consumer-facing digital products, preferably in messaging, fintech, or telecom-related platforms
- Strong understanding of customer support metrics and operational excellence
- Ability to work in a fast-paced, high-volume environment
- Strong communication and stakeholder management skills
- Proficient in English; additional languages are a plus
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