Customer Service Manager

Role: Customer Service Manager

Location: Dubai

Department: Customer Support

Reports: Head of Customer Support

Type: Full time (office based)

About Feel

Feel is a trailblazing direct-to-consumer wellness brand on a mission to redefine how women care for their health. Born in the UK and trusted by hundreds of thousands, we create science-backed supplements and clean beauty innovations that help women feel strong, confident, and empowered — every single day.

Fueled by customer obsession and a relentless drive for innovation, we’re now bringing our award-winning formulas to the GCC and US. With Dubai and New York as our international hubs, we’re building a powerhouse team to lead this next chapter of global growth.

🚀 We’re already an 8-figure brand in the UK — and we’re just getting started. Our goal? Triple our growth in the next few years through bold international expansion, world-class marketing, and a culture of excellence.

This is your chance to be part of something extraordinary from the ground up. If you're passionate about wellness, innovation, and building brands that truly make a difference — we want to hear from you.

The Opportunity

As the Customer Excellence Manager, you’ll own the full performance of Feel’s Customer Service function across the GCC market - driving measurable results across response quality, speed, automation, AI, and customer satisfaction.

Based in Dubai, you’ll play a key role in scaling Feel’s international operations, supporting rapid growth across the GCC while maintaining strong operational alignment with the UK business. You’ll stay close to the day-to-day, handling Tier 2–3 escalations, analysing performance data, and building improvements that genuinely move the business forward.

This is a hands-on leadership role for someone who thrives in fast-paced, high-growth environments and can balance operational execution with strategic thinking.

You’ll report directly to the Head of Customer Service and help shape the future of customer operations globally - from team development and workflow optimisation to AI guidance, automation, and scalable support infrastructure.

About You

You own outcomes from start to finish. You don’t wait for instructions - you spot what’s broken, fix it fast, and make sure it never slips again. You move quickly, stay close to the detail, and hold yourself to a higher standard than anyone around you.

You know customer service inside out - from data, dashboards, and automation to tone, escalation handling, and customer sentiment. You’re just as confident rewriting automation logic as you are resolving a complex ticket or presenting performance results to leadership.

You create structure, consistency, and measurable impact where it’s missing. You turn insights into action, feedback into improvement, and good operations into great ones. You’re direct, decisive, and never think any task is beneath you if it drives results.

Key Responsibilities

Team Management

• Lead and support the day-to-day performance of the Dubai-based Customer Service team, creating structure, accountability, and consistently high standards across customer operations
• Provide clear reporting, performance analysis, and operational insight to leadership - confidently presenting trends, opportunities, and areas for improvement across customer experience, efficiency, and team performance
• Coach and develop the team through regular feedback, quality reviews, and performance support - helping build a highly capable customer operations function to support Feel’s continued GCC growth
• Share customer insight, operational learnings, and best practices across the wider business - contributing to stronger alignment between GCC and UK operations while helping raise standards across the full customer journey

Customer Operations & Escalation Ownership

• Work directly on customer tickets daily to stay connected to customer sentiment and identify recurring issues before they escalate
• Set and uphold the standard for quality, speed, and tone consistency across all channels
• Own Tier 2–3 customer escalations, delivering fast, precise resolutions that set the benchmark for tone and accuracy

Data, Reporting & Continuous Improvement

• Own customer service reporting across Google Sheets, Tableau, and CRM analytics - tracking CSAT, response time, contact rate, automation performance, and customer trends across the GCC region
• Use data and customer insight to identify operational inefficiencies, regional trends, and growth opportunities - turning findings into measurable improvements across customer experience and team performance
• Deliver weekly reporting, proposals, and strategic insight to leadership - supporting continued GCC expansion while helping drive operational consistency and scalable growth across the wider business

Requirements

• 3+ years’ experience as Customer Service Manager, ideally within e-commerce, subscription, or D2C environments.
• Proven success leading high-performing teams in fast-paced, tech-enabled settings.
• Strong data analysis skills - confident using Google Sheets (pivot tables, formulas), Tableau, or similar analytics tools to interpret trends and performance.
• Hands-on experience with CRM systems, automation tools, and AI-driven workflows (e.g., Gorgias, Zendesk, Intercom, or similar).
• Excellent written and verbal communication skills, with natural empathy and attention to tone.
• Demonstrated ability to reduce contact rate, improve efficiency, and scale quality customer support operations.
• Comfortable with change, ambiguity, and fast iteration - able to prioritise what matters most without losing sight of the details.

Why Join Feel?

• Competitive salary + exciting opportunities for fast-tracked career growth in a high-performance environment
• Be part of a purpose-led brand that’s redefining women’s wellness
• Work at the heart of a high-growth DTC business, expanding rapidly across the UK and GCC
• Enjoy generous product discounts for you and your family
• Collaborate with an empowering, ambitious team that values creativity, execution, and impact

Our Values – How We Work

At Feel, we don’t just hire for skills — we hire people who live and breathe our core values:

Collaboration – We work better together

Efficiency – We move smart and fast

Passion – We care deeply about our mission

Continuous Improvement – We always level up

Customer Focus – We put the customer at the centre

If this sounds like you, you’ll feel right at home here.