Customer Service Lead

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

Job Requirements

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

Similar jobs

First Abu Dhabi Bank (FAB)

Abu Dhabi, United Arab Emirates

about 1 hour ago

First Abu Dhabi Bank (FAB)

Abu Dhabi, United Arab Emirates

about 4 hours ago

NMC Health plc

Abu Dhabi, United Arab Emirates

about 5 hours ago

Abu Dhabi Customs

Abu Dhabi, United Arab Emirates

about 6 hours ago

First Abu Dhabi Bank (FAB)

Abu Dhabi, United Arab Emirates

about 6 hours ago

ZAS Management Facilities

Abu Dhabi, United Arab Emirates

about 7 hours ago

AL ZAABI GROUP

Abu Dhabi, United Arab Emirates

about 7 hours ago