customer experience manager

Sephora

<div>At Sephora, beauty is about feeling seen, valued, and empowered, individually and collectively. It is connecting deeply with others, celebrating diversity and inclusivity, unlocking your potential and making a difference every day. Together, we belong to something beautiful. 
Since its inception in 1969 in Limoges, France, and as part of the LVMH Group since 1997, Sephora has been disrupting the prestige beauty retail industry. Today, Sephora continues to break with convention to drive its mission: champion a world of inspiration and inclusion where everyone can celebrate their beauty. 
With 56,000 employees in 35 countries, we connect customers and beauty brands within the world&rsquo;s most passionate beauty community. With a curation of nearly 500 brands, and our own label, Sephora Collection, we offer the most unique and diverse range of products: fragrances, makeup, hair care, skincare... and much more. 
You will excel and enjoy this position if you are ready to actively handle the following missions :<div> 
Client Experience:</div> 
<div></div><ul><li>
Embody Sephora Attitude and set an example in front of the team.</li></ul><ul><li>
Provide support to the team in difficult situations ensuring client satisfaction.
</li><li>Provide extensive coaching and training to assist the team in meeting all commercial and operational KPIs.</li><li>
Take over floor leadership segments and ensure the floor is always managed and covered.</li><li>
Energize and motivate the team through effective floor management to guarantee an addictive experience for our clients.</li><li>
Provide support for the floor manager as an active co-lead.</li><li>
Use suitable tools (Love Meter and CEE) for analyzing overall satisfaction and propose action plans to enhance the customer experience.</li><li>
Inspire the team to use digital tools to deliver a customized service.</li><li>
Work in partnership with the Services Manager and coach the team to offer our Beauty Services to maximize client satisfaction.</li><li>
Provide support for the Customer Experience Manager in analyzing results and proposing action plans in order to enhance client experience during the skincare shopping experience.
</li><li>Provide support for the Customer Experience Manager by maintaining and enforcing quality customer service and resolving customer service complaints.</li></ul><div></div><div> 
Sales:</div> 
<div></div><ul><li>
Collaborate in achieving skincare sale targets and overall store objectives.
</li><li>Reinforce sales policies and techniques established at Sephora University with all team members.
</li><li>Balance and drive the sales target among selective, exclusive and Sephora Collection.</li><li>
Provide support for the Customer Experience Manager in analyzing sales results and proposing action plans to achieve set targets.</li><li>
Ensure achievements by the hour are shared with colleagues and are an active part of animating the floor and motivating the team.
</li><li>Create disruptive internal competitions to motivate the team and boost achievements.</li></ul><div></div><div> 
Operations:</div> 
<div></div><ul><li>
Apply the policies and procedures referring to products, testers, prices, merchandising and other partners (Brands, helpers, security) and provide feedback.
</li><li>Contribute to the store projection of an excellent image through cleanliness and product restocking.</li><li>
Together with the Customer Experience Manager, encourage the team to apply and follow established policies and procedures regarding store operations.
</li><li>Accurately monitor stock availability and report low stock to the Operation Manager to avoid OOS situations.</li><li>
Validate the podium order proposed by the Operations Manager and Podium daily performance is closely monitored.</li><li>
Align with Store Management on Shelving plans, novelties, brand relocations, gird changes, etc. and communicate to your assigned team.</li></ul><div> 
</div><div>People:</div> 
<div></div><ul><li>
Motivate and develop the team through daily coaching / observations.</li><li>
Communicate and inspire the team on business strategy, vision and relevant information through animate briefing, coaching and training.</li><li>
Increase the team&rsquo;s confidence and motivation by praise and feedback for their performance.</li><li>
Identify, engage in recruiting and develop talents and secure succession plans in collaboration with the CEM.</li><li>
Coordinate with Store Management and ensure your assigned team is attending training and follow-up is done after the training is attended.</li><li>
Ensure the team is using Axonify as E-learning tool; daily follow up on average training frequency for each team member. Register new staff, report log in issues and oversee gift distribution of your assigned team.
</li><li>Ensure an addictive beauty experience through performing monthly assessments.
</li><li>Facilitate team monthly meetings to analyze and discuss their performance.</li><li>
Be responsible for the PCR and PIP process of the entire assigned team.</li><li>
Oversee the annual leave of the team and liaise with CEM / SM for final validation according to business needs.</li></ul><div></div><div> 
Business:</div> 
<div></div><ul><li>
Provide support to the Customer Experience Manager / Store Director with knowledge
</li></ul><div>of the market conditions, competition, client needs, etc.</div><ul><li>
Analyze all relevant KPIs and propose action plans for improvement.
</li><li>Develop and propose short and long-term strategies to drive top and bottom line/brands sales.</li><li>
Manages business KPIs and team selling behavior in our higher volume stores, while delivering a memorable customer experience.</li><li>
Proactively provide the HO and CATMAN with product recommendations and qualitative feedback based on local knowledge about the market and client needs.</li><li>
Put in place action plans to boost business and maximize product performance, leveraging visual merchandising, training and monthly trends.</li><li>
Plan, implement and oversee in-store promotional events or displays.</li></ul><div> 
Relationships</div><div> 
</div>Internal Relationships: Store team (Store Manager/Director, Supervisor, Beauty Consultants), and Head Office teams.
External Relationships: Clients, Brand Promoters/Managers Brand Trainers, Security, and Cleaning team.<div> 
</div>Do not hesitate to apply if you have&hellip; or if you are &hellip; 
<ul><li>Minimum 5 years of experience in retail with proven successful sales and services in store.
</li><li>Minimum 2 to 3 years&rsquo; experience in team management.
</li></ul><ul><li>3 years in the beauty industry.</li><li>
Advanced skincare knowledge.</li><li>
Bachelor&rsquo;s degree.</li><li>
English &ndash;Advanced level.</li><li>
Arabic is a plus.</li><li>
Digital orientation/analytical skills/business acumen.</li><li>
Excellent communication/public speaking skills.</li><li>
Ability to develop and manage people.</li><li>
Commercial awareness.
</li><li>Strong training &amp; coaching ability on product and services.</li><li>
Intermediate MS Office Skills.</li></ul> 
Here, you will find:<ul><li> 
Community, in which authenticity is embraced, and the strength of our differences fuels our collective spirit</li><li>
Culture of empowerment, learning &amp; growth, that offers you the tools, space and opportunity to learn, innovate and lead</li><li>
Work that brings fulfillment. From delighting clients every day, to inspiring our industry at large, every action makes a difference</li></ul></div>

Skincare Manager

noon

<div>
 
 
 Job title: Manager, Customer Support
 
 
 
 
 Location: Egypt
 
 
 
 
 Reporting to: AVP, Customer Service
 
 
 
 
 
 
 
 About noon
 
 
 
 We&rsquo;re building an ecosystem of digital products and services that power everyday life across the Middle East&mdash;fast, scalable, and deeply customer-centric. Our mission is to deliver to every door every day. We want to redefine what technology can do in this region, and we&rsquo;re looking for a Manager, Customer Support who can help us move even faster.
 
 
 
 
 
 noon&rsquo;s mission: Every door, every day.
 
 
 
 
 
 
 What you'll do:
 
 
 
 Team noon has some of the fastest, smartest, and hardest-working people we've encountered. With a young, aggressive, and talented team, we're driving major missions forward.
 
 
 
 
 
 We are seeking a passionate Manager, Customer Support based in Egypt, to join the noon Minutes support team. In this role, you will play a crucial part in solving customer complaints flowing from various sources. You will develop a world class escalation team capable of handling complex issues, investigation skills and customer experience turnaround regardless of the nature of complaint.
 
 
 
 
 
 You&rsquo;ll work closely with the ground fulfillment and logistic operations team based out of the gulf region and a lot of other central functions, risk team, central complaints team, finance, commercial, tech &amp; product and other key stakeholders. Collaborate in real time and solve customer pain points rising from operation defects and address them in a timely manner.
 
 
 
 
 
 The life of Manager revolves around ensuring smooth outflow of complaint tickets, keeping customers happy &amp; satisfied in the gulf region.
 
 
 
 Key Responsibilities
 
 
 <ul>
 <li>
 Resolve complaints within the defined SLA and maintain 24/7 team availability to address customer concerns promptly.
 </li>
 <li>
 Analyze recurring complaint patterns, identify key attributes, and collaborate with ground operations and tech teams to implement root-level solutions.
 </li>
 <li>
 Reduce resolution times for common issues by improving processes, refining ticket assignment logic, and developing mechanisms to identify potential escalations early.
 </li>
 <li>
 Prepare detailed Root Cause Analyses (RCA) for unique or complex cases, driving necessary changes across the value chain to prevent recurrence.
 </li>
 <li>
 Compile and share daily, weekly, and monthly insights with senior management, highlighting trends, challenges, and improvements.
 </li>
 <li>
 Uphold company policies, regulatory requirements, and industry standards throughout all complaint resolution processes.
 </li>
 <li>
 Develop and manage a robust complaints resolution team consisting of skilled callers, critical problem-solvers, and high achievers.
 </li>
 <li>
 Continuously improve team productivity while maintaining high-quality service levels and customer satisfaction.
 </li>
 <li>
 Work closely with internal technology and product teams to drive innovative and impactful changes to enhance the overall customer experience.
 </li>
 </ul>
 
 
 
 
 
 What you'll need:
 
 
 
 We are seeking an outstanding early-career professional with a proven knack for problem-solving, demonstrated both in their personal and professional journey. The ideal candidate should exhibit structured thinking, the ability to synthesize information from diverse sources to achieve optimal outcomes, and a willingness to make decisions&mdash;whether grounded in logic or guided by intuition or combination of both when necessary. Below are the key skills and qualities we value in the candidate:
 
 <ul>
 <li>
 High level of commitment, availability and accountability - non negotiable
 </li>
 <li>
 We prefer to hire someone who owns the failure and has courage to accept and work towards closure
 </li>
 <li>
 Courage to pin point problem and effectively communicate to the respective stakeholders, drive changes
 </li>
 <li>
 Degree in Engineering or MBA, with a minimum of 5+ years of experience in a relevant role and any of the following is a must:
 </li>
 <li>
 Program management experience in ecommerce, quickcommerce or food aggregator, min 3 years with proven track record of solving at least 2 customer pain points and cost saving initiatives
 </li>
 <li>
 Experience in designing supply chain products and strategy that resulted in significant cost reduction.
 </li>
 <li>
 Meticulous attention to detail, with the ability to identify problems, perform deep dives to gather insights, and craft data-driven solutions.
 </li>
 <li>
 Solid project management skills and ability to create micro projects to achieve key objectives
 </li>
 <li>
 Meticulous planning, drive for execution, relentless pursuit and eagerness
 </li>
 <li>
 Excellent data analysis skills, including data extraction using SQL, data modeling, and documentation
 </li>
 <li>
 Outstanding communication skills, along with strong data interpretation and documentation abilities
 </li>
 </ul>
 
 
 
 
 
 Who will excel?
 
 
 <ul>
 <li>
 We&rsquo;re looking for people with high standards, who understand that hard work matters.
 </li>
 <li>
 You need to be relentlessly resourceful and operate with a deep bias for action.
 </li>
 <li>
 We need people with the courage to be fiercely original.
 </li>
 <li>
 noon is not for everyone; readiness to adapt, pivot, and learn is essential.
 </li>
 </ul>
 
 
</div>

Manager, Customer Support

Sprinklr

<div>Sprinklr is the definitive, AI-native platform for Unified Customer Experience Management (Unified-CXM), empowering brands to deliver extraordinary experiences at scale &mdash; across every customer touchpoint.
By combining human instinct with the speed and efficiency of AI, Sprinklr helps brands earn trust and loyalty through personalized, seamless, and efficient customer interactions. Sprinklr&rsquo;s unified platform provides powerful solutions for every customer-facing team &mdash; spanning social media management, marketing, advertising, customer feedback, and omnichannel contact center management &mdash; enabling enterprises to unify data, break down silos, and act on real-time insights.
Today, 1,900+ enterprises and 60% of the Fortune 100 rely on Sprinklr to help them deliver consistent, trusted customer experiences worldwide.<h2 class="jobSectionHeader">
Job Description</h2>
Sprinklr is a unified customer experience management (Unified-CXM) platform for modern enterprises with employees around the world helping valuable brands make their customers happier.
Learn more about our culture and how we make our employees happier through The Sprinklr Way.
Sprinklr is the unified platform for all customer-facing functions. We call it unified customer experience management (Unified-CXM). We help companies deliver human experiences to every customer, every time, across any modern channel, at a once impossible scale. Headquartered in New York City with over 2,400 employees globally, Sprinklr works with more than 1,000 of the world&rsquo;s most valuable enterprises &mdash; global brands like Microsoft, P&amp;G, Samsung and more than 50% of the Fortune 100. Learn more about our culture and how we make our employees happier through The Sprinklr Way. 
What You&rsquo;ll Do
Long past the era of plug-and-play, global brands with distributed infrastructure networks need help to fully optimize social media software deployments for their specific business requirements. Sprinklr is looking for a highly experienced and well-trained professional in software enablement to provide strategic expertise and empower our new and existing clientele to use our technology to meet their goals.
This role will grow our expanding need for experts who can ensure that all of our customers meaningfully understand the value that the Sprinklr Platform will bring to their organization. The successful candidate will lead a team of high performing implementation consultants focused on successful, value-oriented Sprinklr deployments that ensure customer satisfaction and adoption.<ul><li>
Manages and directs a high performing implementation consulting team, contributing to the development of Implementation Services consultants and project managers</li><li>
Maintains own and team performance against billable utilisation and other key business metrics, such as on-time timecard submission &amp; project assignments, implementing strategies to enhance performance where applicable</li><li>
Defines and maintains regional implementation practice strategy, in collaboration with other regional implementation leaders</li><li>
Collaborates with other regional leaders across Sprinklr, within Customer Delight and other teams where applicable</li><li>
Leads and directs production of regional practice deliverables to grow and strengthen the team/delivery, for positive impact on customers</li><li>
Assures implementation delivery standards at cross-team level and takes action when standards are not met</li><li>
Facilitates team feedback to regional services leadership</li><li>
Partners with PMO and Engagement Management leaders on project scope and resources</li><li>
Maintains a high level of employee satisfaction, developing star performers and implementing strategies for underperformers</li><li>
Ensures a high level of implementation expertise across the Sprinklr product, in line with platform development and delivery pipeline requirements</li><li>
Seeks to enhance soft skills across the team as it relates to improving implementation effectiveness and impact</li><li>
Leads team meetings and ensures appropriate awareness of Sprinklr / team news among consultants</li><li>
Participates in high level, strategic customer meetings in support of consultants, representing Sprinklr Services leadership</li><li>
Is an escalation point for implementation consultants, for both internal and external stakeholders</li><li>
Contributes to the Sprinklr sales cycle where appropriate to contribute delivery expertise and represent Sprinklr Services</li><li>
Provides expert level solution recommendations for platform design and configuration, so that all goals are met and that client expectations regarding platform use cases and functionality are fulfilled</li><li>
Develops and recommends strategies, best practices, and policies for immediate and long-term enhancement of implementation process</li></ul>
Who You Are &amp; What Makes You Qualified<ul><li>
8+ years of experience in enterprise software deployment management and/or implementation</li><li>
Excellent written and verbal communication skills; highly competent and confident presenter</li><li>
Strong people and team management skills with proficiency in team leadership</li><li>
Strong technical background</li><li>
Ability to work independently and as a member of a team, within region and across regions</li><li>
Demonstrate experience and a passion for the social media technology universe</li><li>
Ability to work effectively under tight deadlines and juggle several assignments simultaneously</li><li>
Fluency in social media platforms and direct experience in working with or for social media management software is preferred</li><li>
Passion for solving client and internal challenges, and commitment to client delight</li><li>
University degree, or higher</li></ul>
We focus on our mission: Sprinklr was founded in 2009 to solve a big problem: growing enterprise complexity that separated brands from their customers. Our vision was clear: to unify fragmented teams, tools and data &mdash; helping large organizations build deeper, more meaningful connections with the people they serve. Today, Sprinklr has a unified, AI-native platform for four product suites: Sprinklr Service, Sprinklr Social, Sprinklr Marketing, and Sprinklr Insights. Sprinklr is here to do three things:<ul><li>
Lead a new category of enterprise software that we call Unified-CXM.</li></ul><ul><li>
Empower companies to deliver next generation, unified engagement journeys that reimagine the customer experience.</li><li>
Create a culture of customer obsession, with trust, teamwork, and accountability.</li></ul>
We believe in our product: Customers who value exceptional customer experiences have what they need on our single unified platform, built with an operating system approach on a single codebase. That means that everything &mdash; and everyone &mdash; can work together to service, respond, sell, and market to customers on the channels they prefer. While Unified Customer Experience Management (Unified-CXM) as a category is just getting started, we are well on our way to creating a no-compromise, unified approach to better customer experiences for the world&rsquo;s leading enterprise brands. 
We invest in our people: We offer a comprehensive suite of benefits designed to help each member of our team thrive. Sprinklr believes that you should be able to get the type of care you need for your personal well-being when you need it. We offer you and your family voluntary healthcare coverage in countries where applicable. We believe it is important to take time off &ndash; it is essential for your mental and physical wellbeing. We provide Sprinklrites with paid time off to recharge and spend time with loved ones. We want to grow our talent with purpose. Our open Mentoring Program is designed to create meaningful connections that support growth and amplify our focus.
To learn more about employee benefits by region, click here.
To learn more about all-things-Sprinklr, visit our candidate resource hub here.
EEO - Our philosophy: Our goal is to ensure every employee feels like they belong and are operating in a collaborative environment. We fervently believe every employee matters and should be respected and heard. We believe we are stronger when we belong because collectively, we&rsquo;re more innovative, creative, and successful.
Sprinklr is proud to be an equal-opportunity workplace and complies with all applicable federal, state, and local fair employment practices laws. We are committed to equal employment opportunity regardless of race, color, religion, creed, national origin or ancestry, ethnicity, sex (including gender, pregnancy, sexual orientation, and gender identity), age, physical or mental disability, citizenship, past, current, or prospective service in the uniformed services, genetic information, or any other characteristic protected under applicable law. 
Reasonable accommodations are available upon request during the interview process. To request an accommodation, please work directly with your recruitment coordinator or recruiter.
Warning about Recruiting Scams: Please be vigilant for recruiting scams impersonating Sprinklr. Sprinklr will never ask you for money, to pay for equipment, or for unnecessary personal information during the interview process. Sprinklr will also never pay in Bitcoin or send email communications from our executives. Please review the Federal Trade Commission's advice to avoid these types of scams.
If you are contacted by someone whom you suspect may not be appropriately representing Sprinklr, please do not engage and block their email or phone number immediately.</div>

Implementation Consultant - Lead

ConnecTeam

<div>Enterprise Customer Success Manager

Who Connecteam is:

Connecteam is the leading platform for managing deskless teams, trusted by over 80,000 businesses worldwide.

We built Connecteam for real operators - the people running shifts, jobs, and teams across stores and sites. The kind of work that doesn't happen behind a desk, and doesn't have time for messy spreadsheets, scattered group chats, or tools that don't talk to each other.

Connecteam brings daily operations and team communication into one intuitive app - from hiring and scheduling to training, tasks, and day-to-day coordination. It gives teams the clarity and control to run the day, shift after shift, job after job.

Backed by $220M+ from Insights Partners, Stripes, and Tiger Global, Connecteam is rapidly expanding worldwide - empowering frontline teams to work smarter, stay connected, and operate with greater efficiency.

About the Role: 

The Enterprise Customer Success Manager is responsible for overseeing Connecteam's Large business and Enterprise customers, ensuring their sustained success.
 
The ideal candidate will possess a deep understanding of workforce management processes within large business environments, exhibit exceptional relational skills, and serve as a trusted advisor to customers. They will leverage their background in digital transformation to identify challenges, craft tailored solutions, and introduce innovative strategies. This approach aims to boost adoption and deliver unparalleled value. 
This is a fully remote position. 

Key Responsibilities:
<ul>
<li>Develop and execute customer success plans based on their main desired business outcomes</li>
<li>Ensure that customers obtain the maximum value from their Connecteam investment and use their licenses</li>
<li>Consult with customers to help them solve problems and achieve their goals</li>
<li>Analyze data to track customer progress and identify areas for improvement</li>
<li>Stay up-to-date on industry trends and best practices</li>
<li>Work collaboratively with other departments and teams to ensure customer success</li>
<li>Work with customers to create new use cases/success stories</li>
<li>Ensure any escalated clients are resolved quickly, using resources from across the company ecosystem</li> 
</ul>
Experience &amp; Skills:
<ul>
<li>Experience in B2B SaaS &ndash; 2 years of experience MUST</li>
<li>Customer-facing experience</li>
<li>Superb written and verbal communication skills</li>
<li>Creative, high energy, entrepreneurial self-starter comfortable running initiatives independently within a very high-paced environment</li>
<li>Experience in helping customers deploy and see the value of the products they have purchased.</li>
<li>Experience in building relationships with senior business &amp; platform stakeholders.</li>
<li>A team player who enjoys getting and providing feedback, sharing ideas, and constantly improving together</li>
<li>Advantage- Experience working in a global team, for an international company 
<h3 class="jobSectionHeader">Advantage:</h3>
<ul><li>Experience working in an international, remote-first SaaS company</li>
<li>Background in HR Tech, Workforce Management, or related industries</li>
</ul>
</li></ul>Salary range: 100-120K

Benefits:
<div>
<ul><li>Medical coverage.</li>
<li>Insurance plan.</li>
<li>Paid time off for vacation, sick days.</li>
<li>401(k)</li></ul> 


We are accepting applications from employees working in the following states: Texas, New York, New Jersey, South Carolina, North Carolina, Colorado, Florida, Utah, and Georgia. 
 
#LI-Remote
</div><div><h2 class="jobSectionHeader">
Joining Connecteam Is The Smart Move:</h2>
<ul><li>We build our people up. Every team member is treated as a long-term investment and we recognize the value in always nurturing and training them so they can go above and beyond in their skills and job duties.</li>
<li>We make an impact on our customer's business. We are on a mission to provide managers of all business types and sizes with the tools they need to communicate, operate, engage, and run their deskless workforce. Our product offers them an effective and affordable solution to run their business.</li>
<li>We get the job done. Connecteam employees are passionate in executing their job duties so they can drive the company forward and provide real value to our customers.</li>
<li>We have fun! From weekly happy hours to holiday parties, we always enjoy each other's company (and good food, of course). Connecteam is like one big, happy family!</li>
<li>Everyone is welcome. Connecteam is committed to building an encouraging, caring, and supportive environment. We share a responsibility to support our team and enrich their lives.</li>
</ul><h2 class="jobSectionHeader">Together we will shape the future of work!</h2>

Our privacy policy</div></div>

Enterprise Customer Success Manager

Feel

<div>
 
 
 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 &mdash; every single day.
 
 
 Fueled by customer obsession and a relentless drive for innovation, we&rsquo;re now bringing our award-winning formulas to the GCC and US. With Dubai and New York as our international hubs, we&rsquo;re building a powerhouse team to lead this next chapter of global growth.
 
 
 🚀 We&rsquo;re already an 8-figure brand in the UK &mdash; and we&rsquo;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 &mdash; we want to hear from you.
 
 
 
 
 
 
 The Opportunity
 
 
 
 As the Customer Excellence Manager, you&rsquo;ll own the full performance of Feel&rsquo;s Customer Service function across the GCC market - driving measurable results across response quality, speed, automation, AI, and customer satisfaction.
 
 
 Based in Dubai, you&rsquo;ll play a key role in scaling Feel&rsquo;s international operations, supporting rapid growth across the GCC while maintaining strong operational alignment with the UK business. You&rsquo;ll stay close to the day-to-day, handling Tier 2&ndash;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&rsquo;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&rsquo;t wait for instructions - you spot what&rsquo;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&rsquo;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&rsquo;s missing. You turn insights into action, feedback into improvement, and good operations into great ones. You&rsquo;re direct, decisive, and never think any task is beneath you if it drives results.
 
 
 
 
 
 
 Key Responsibilities
 
 
 
 
 
 
 
 Team Management
 
 
 <ul>
 <li>
 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
 </li>
 <li>
 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
 </li>
 <li>
 Coach and develop the team through regular feedback, quality reviews, and performance support - helping build a highly capable customer operations function to support Feel&rsquo;s continued GCC growth
 </li>
 <li>
 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
 </li>
 </ul>
 
 
 
 
 
 Customer Operations &amp; Escalation Ownership
 
 
 <ul>
 <li>
 Work directly on customer tickets daily to stay connected to customer sentiment and identify recurring issues before they escalate
 </li>
 <li>
 Set and uphold the standard for quality, speed, and tone consistency across all channels
 </li>
 <li>
 Own Tier 2&ndash;3 customer escalations, delivering fast, precise resolutions that set the benchmark for tone and accuracy
 </li>
 </ul>
 
 
 
 
 
 Data, Reporting &amp; Continuous Improvement
 
 
 <ul>
 <li>
 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
 </li>
 <li>
 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
 </li>
 <li>
 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
 </li>
 </ul>
 
 
 
 
 
 Requirements
 
 
 <ul>
 <li>
 3+ years&rsquo; experience as Customer Service Manager, ideally within e-commerce, subscription, or D2C environments.
 </li>
 <li>
 Proven success leading high-performing teams in fast-paced, tech-enabled settings.
 </li>
 <li>
 Strong data analysis skills - confident using Google Sheets (pivot tables, formulas), Tableau, or similar analytics tools to interpret trends and performance.
 </li>
 <li>
 Hands-on experience with CRM systems, automation tools, and AI-driven workflows (e.g., Gorgias, Zendesk, Intercom, or similar).
 </li>
 <li>
 Excellent written and verbal communication skills, with natural empathy and attention to tone.
 </li>
 <li>
 Demonstrated ability to reduce contact rate, improve efficiency, and scale quality customer support operations.
 </li>
 <li>
 Comfortable with change, ambiguity, and fast iteration - able to prioritise what matters most without losing sight of the details.
 </li>
 </ul>
 
 
 
 
 
 Why Join Feel?
 
 
 <ul>
 <li>
 Competitive salary + exciting opportunities for fast-tracked career growth in a high-performance environment
 </li>
 <li>
 Be part of a purpose-led brand that&rsquo;s redefining women&rsquo;s wellness
 </li>
 <li>
 Work at the heart of a high-growth DTC business, expanding rapidly across the UK and GCC
 </li>
 <li>
 Enjoy generous product discounts for you and your family
 </li>
 <li>
 Collaborate with an empowering, ambitious team that values creativity, execution, and impact
 </li>
 </ul>
 
 
 
 
 
 
 
 
 Our Values &ndash; How We Work
 
 
 
 At Feel, we don&rsquo;t just hire for skills &mdash; we hire people who live and breathe our core values:
 
 
 
 
 
 
 Collaboration
 
 &ndash; We work better together
 
 
 
 Efficiency
 
 &ndash; We move smart and fast
 
 
 
 Passion
 
 &ndash; We care deeply about our mission
 
 
 
 Continuous Improvement
 
 &ndash; We always level up
 
 
 
 Customer Focus
 
 &ndash; We put the customer at the centre
 
 
 If this sounds like you, you&rsquo;ll feel right at home here.
 
 
 
</div>

Customer Service Manager

DIRECT HONEST SAFE INTERNATIONAL EXCHANGE FZE

QualificationsPosition Title: Customer Experience LeadCompany: McCoin Virtual Assets LLCReporting to: Customer Service ManagerLocation: 12.02 Convention Tower, DWTC Dubai UAEJob Summary:In the volatile world of cryptocurrency, &ldquo;Trust&rdquo; is the only sustainable competitive advantage. The CX Lead at McCoin is not just a support leader, but the architect of our end-to-end user. You will be ensuring that complex regulatory hurdles, like KYC, KYT and AML feel like seamless, value-added steps rather than barriers to entry. This role requires a &quot;Product + Customer first&rsquo;&rsquo; mindset, where every customer friction point is viewed as a data point for engineering improvement.Key Responsibilities:<ul><li>The &quot;Triangle of Trust&quot;: Assist the customer Service Manager by acting as the strategic bridge between Product, Compliance, and Marketing, ensuring that legal requirements (KYC/AML) are marketed as security features, not inconveniences.</li><li>Voice of the Customer (VoC): Serve as the internal advocate, transforming support ticket trends into a prioritized, high-impact roadmap for the Product and Engineering teams.</li><li>Frictionless Onboarding &amp; Offboarding: Assist with the technical logic of automated onboarding/offboarding, specifically focusing on reducing &quot;Time-to-Trade&quot; for new compliant users.</li><li>Crisis &amp; Volatility: Assist with designing and executing communication protocols for events, network outages, or sudden market shifts to prevent panic and churn.</li><li>Great at defining CX metrics, building dashboards, and demonstrating the ROI of CX initiatives.</li></ul>Required Qualifications:<ul><li>Professional Background: Minimum of 2 years of experience in CX role with proven operations, compliance, customer journey implementation experience within cryptocurrency exchange or broker.</li><li>Security-First Ethos: A paranoid commitment to user security; understanding how to communicate security protocols without causing unnecessary alarm.</li><li>Education: University degree in technical or business discipline; MBA or advanced degree in UX/Behavioral Economics is a significant plus.</li></ul>Skills &amp; Tools<ul><li>Crypto-Asset Proficiency: Deep knowledge of DeFi protocols, Layer 1/Layer 2/Layer 3 scaling solutions, and the mechanics of &ldquo;On-ramping&rdquo; and &ldquo;Off-ramping&rdquo; fiat to crypto.</li><li>Regulatory Tech (RegTech) Optimization: Advanced experience configuring Sumsub and Chainalysis workflows to balance risk mitigation with conversion rate optimization.</li><li>Conversational AI Design: Proven ability to manage the logic behind LLM-based support agents to ensure they provide accurate, secure, and human-like assistance.</li><li>Analytical Ability: Proficiency in SQL, Tableau, or similar BI tools to track the correlation between CX improvements and Customer Lifetime Value (CLV).</li></ul>Compensations and Benefits:<ul><li>Working Hours: Rotational Shift (8hours max)</li><li>Airticket: Per Annum</li><li>Medical Insurance: Comprehensive Insurance</li><li>Annual Leave: after completion of 1 year in service</li><li>Salary: To be discussed</li></ul>Job Type: Full-timePay: From AED15,000.00 per monthWork Location: In person

Customer Experience Lead

TaskUs

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 Job Description
 
 
 
 
 
 About TaskUs:
 
 
 TaskUs is a provider of outsourced digital services and next-generation customer experience to fast-growing technology companies, helping its clients represent, protect and grow their brands. Leveraging a cloud-based infrastructure, TaskUs serves clients in the fastest-growing sectors, including social media, e-commerce, gaming, streaming media, food delivery, ride-sharing, HiTech, FinTech, and HealthTech.
 
 
 The People First culture at TaskUs has enabled the company to expand its workforce to approximately 45,000 employees globally. Presently, we have a presence in twenty-three locations across twelve countries, which include the Philippines, India, and the United States.
 
 
 It started with one ridiculously good idea to create a different breed of Business Processing Outsourcing (BPO)! We at TaskUs understand that achieving growth for our partners requires a culture of constant motion, exploring new technologies, being ready to handle any challenge at a moment's notice, and mastering consistency in an ever-changing world.
 
 
 
 
 What We Offer:
 
 
 At TaskUs, we prioritize our employees' well-being by offering competitive industry salaries and comprehensive benefits packages. Our commitment to a People First culture is reflected in the various departments we have established, including Total Rewards, Wellness, HR, and Diversity. We take pride in our inclusive environment and positive impact on the community. Moreover, we actively encourage internal mobility and professional growth at all stages of an employee's career within TaskUs. Join our team today and experience firsthand our dedication to supporting People First.
 
 
 So what does an
 
 Operations Manager
 
 really do?
 
 
 Think of yourself as a leader and the master of your department, so not just anyone is qualified for this role!
 
 
 Here at TaskUs we make sure we get the best of the best, after all, we are a ridiculously good company so we make sure our employees are top notch. Come on now, we need your full attention because it's time to imagine what it's like being an Operations Manager.
 
 
 Imagine yourself going to work with one thing on your mind: client satisfaction. As you tackle your new tasks for the day, you know that it will all lead to one thing that your department believes in: to provide the best possible customer experience to your clients.
 
 
 As you look at your tasks for the day, you know that as an Operations Manager , you need to constantly touch base with your Team Leaders. This includes not just your employees but also reviewing the data of their KPIs (AHT, CSAT, Service Levels). You must also coordinate with other departments because TaskUs as a whole is dependent on operations -- it is the heart of the business. You need to be able to solve problems especially with the struggle of moving one person from one campaign to another.
 
 
 As Operations Manager, you are also responsible for making sure that KPIs are being met consistently. You need to come up with ways in which to effectively make each employee reach their best potential. With this, you must also be creative because you need to devise effective plans on how to make each employee reach their target. As a leader, you must also gain the trust and respect of your employees because let's face it -- how can you lead when people don't believe you? You need to be able to reach out to them, drop by their workstations, have short chit-chats, and make them feel important. You need to be able to identify their strengths and weaknesses, take advantage of them and assign them tasks that will help them work on their weaknesses and showcase their talents. This way, you are able to manage relationships better and develop people at the same time.
 
 
 Do you have what it takes to become an Operations Manager?
 
 
 
 Requirements
 
 
 
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 Someone who already has the skills to even call themselves a Manager! In other words, someone who has at least three years of related working experience, preferably someone who already knows how the system works -- specializing in a customer experience operations and management.
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 Someone who's responsible and has a good track record of meeting and delivering targets. Someone who can articulate him/herself well enough with others, like teammates and clients. We need someone who can multitask and work in a fast-paced environment . Someone who can lead and is great in analyzing situations and data .
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 Fluent in English
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 Good to have but not required: fluent in Spanish
 
 
 </li>
 </ul>
 
 
 How We Partner To Protect You:
 
 
 TaskUs will neither solicit money from you during your application process nor require any form of payment in order to proceed with your application. Kindly ensure that you are always in communication with only authorized recruiters of TaskUs.
 
 
 
 
 DEI:
 
 
 In TaskUs we believe that innovation and higher performance are brought by people from all walks of life. We welcome applicants of different backgrounds, demographics, and circumstances. Inclusive and equitable practices are our responsibility as a business. TaskUs is committed to providing equal access to opportunities. If you need reasonable accommodations in any part of the hiring process, please let us know.
 
 
 We invite you to explore all TaskUs career opportunities and apply through the provided URL
 
 https://www.taskus.com/careers/ .
 
 
 
 TaskUs is proud to be an equal opportunity workplace and is an affirmative action employer. We celebrate and support diversity; we are committed to creating an inclusive environment for all employees. TaskUs people first culture thrives on it for the benefit of our employees, our clients, our services, and our community.
 
 
 Req Id: R_2503_4164
 
 
 Posted At: Thu Mar 20 2025 00:00:00 GMT+0000 (Coordinated Universal Time)
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Operations Manager

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