Customer Service Lead

We are partnering with a newly established, high-potential marketplace startup in the UAE to build their founding team.

At Uplift, we work closely with our clients not only to fill roles, but to shape the core teams that will define their success. These positions are part of the initial leadership layer, offering a rare opportunity to join at an early stage and directly influence how the business, product, and customer experience are built from the ground up.

If you enjoy fast-paced environments, high ownership, and turning ideas into reality, this could be a very exciting opportunity to be part of something early and impactful.

Key Responsibilities

Own customer support performance and quality-building a scalable support operation with strong response SLAs, resolution quality, and consistent policies, tightly connected to ops and product.

1) Own Customer Support Function

• Own day-to-day ticket flow across channels; hit response/resolution SLAs
• Design workflows: triage, prioritization, escalation paths, and handoffs with CX/Tech
• Manage sensitive cases: disputes, lost/damaged shipments, refunds/chargebacks, payout questions
• Ensure consistent tone of voice and customer trust across all interactions

2) Knowledge, Policies & Tooling (Build the System)

• Build macros, tagging taxonomy, decision trees, and support playbooks
• Own Help Center / knowledge base upkeep with CX Lead (FAQs, policies, how-to guides)
• Set up tooling baseline (Zendesk/Freshdesk etc) automations, and reporting

3) Quality & Continuous Improvement (Raise the Bar Weekly)

• Establish QA program: ticket audits, coaching loops, calibrations, agent scorecards
• Track top drivers of contacts + repeat contacts; push fixes into product/ops
• Build hiring/training plan as volume scales (onboarding, scripts, competency framework)

What Were Looking For

• Customer service leadership experience in marketplaces / high transaction environments
• Strong judgment under pressure; empathetic + process-driven
• Experience setting up CS tooling and QA frameworks
• Hands-on builder comfortable starting from zero and scaling
• Arabic and previous experience in the UAE is preferred

Compensation

• Up to AED 2K-4K/Month
• High-ownership role defining support quality and trust for the platform