Manager - Customer Service

Role: Manager - Customer Service

Location: Dubai, UAE

Reports to: Head of Customer Experience

About STYLI

STYLI is an e-commerce brand founded in 2019 by Landmark Group, emerging as one of the largest fashion and beauty platforms in the GCC and India. With a strong focus on trendy, affordable fashion and beauty products, STYLI brings over 40,000 styles to men, women, kids, and beauty enthusiasts, offering them the latest global trends delivered directly to their doorsteps.

Our vision is to be the most aspirational value fast fashion and lifestyle destination, delivering seamless service excellence. We aim to create personalized experiences, engaging customers across all touchpoints, and continually expanding our curated selection to meet their evolving need states. STYLI has quickly become a dominant force in the e-commerce fashion space across the GCC - Saudi Arabia, UAE, Bahrain, and Kuwait and in India.

What you’ll do:

• Lead daily customer support operations ensuring consistent quality and adherence to SLAs
• Continuously evaluate processes and tools to identify opportunities for contact reduction, improved productivity and enhanced customer experience
• Leverage process improvements, technology and automation to streamline Customer service operations
• Coach, and manage multi-cultural team Customer service agents, driving performance and engagement
• Own and drive key CS metrics across channels - CSAT, AHT, First response time, and First contact resolution

What you’ll need?

• Strong understanding of Customer service operations, tools (both legacy and new), and industry best practices
• 3-5 years of experience leading Customer service operations for an e-commerce company
• Proven track record of improving productivity and service levels through intentional initiatives
• Experience managing, motivating, and developing diverse customer service teams
• Proficiency in English and Arabic
• Experience of working in GCC preferred