Full job description

Responsible for leading the customer support team to ensure timely, accurate, and professional responses across chat, email, and calls. Focused on team performance, escalation handling, and continuous service improvement.

Key Responsibilities:

• Lead and motivate the support team to meet SLAs and KPIs. • Monitor daily operations and resolve escalations efficiently.
• Coordinate with L2/L3 teams for technical or complex issues.
• Track key metrics and share performance reports.
• Conduct feedback sessions, training, and quality checks. • Maintain high customer satisfaction and workflow efficiency.

Requirements:

• Graduate with 3–5 years in customer support, including 1–2 years in a leadership role.
• Strong communication, problem-solving, and team management skills.
• Experience with CRM/ticketing tools (e.g., Zendesk, Freshdesk, Zoho Desk).
• Ability to perform under pressure and drive consistent results.

Job Type: Full-time

Pay: AED4,000.00 – AED5,000.00 per month