Customer Support Manager

This is a fully remote position, open to applicants in United Arab Emirates (UAE).

📋 Description

• Oversee and direct the Customer Support team, focusing on performance, KPIs, and quality.

• Take ownership of the customer experience across various channels including chat, calls, and email.

• Identify inefficiencies and enhance workflows utilizing data analysis.

• Collaborate closely with Tech & AI departments to automate and streamline support processes.

• Address escalations and ensure prompt and effective resolutions.

• Track and enhance CSAT, response times, and resolution rates.

• Train, mentor, and develop team leaders and support agents.

• Establish systems that reduce reliance on individual contributors.

⛳️ Requirements

• Proven leadership experience in customer support or call center environments.

• A data-driven mindset, making decisions based on metrics rather than personal opinions.

• Experience in managing large teams in dynamic settings.

• A problem-solver with the ability to simplify complex issues.

• Excellent communication skills and adept at handling escalations.

• Proficient in working with systems, tools, and automation technologies.

• Fluent in English; proficiency in Arabic is an advantage.

🏝️ Benefits

• Health insurance coverage.

• Flexible working arrangements.

• Opportunities for professional development.