Support Operations Manager

Dubai, United Arab Emirates

What You'll be Doing

Act as the voice of UAE customers within the business and serve as the subject matter expert for UAE-specific support needs, regulations, and user expectations.
Guide and coach offshore customer support teams to improve handling of UAE-related tickets, especially those involving regulatory or high-sensitivity issues (e.g. scam/fraud, identity verification).
Collaborate closely with Compliance, Legal, and Operations teams in the UAE to ensure offshore agents are aligned with local regulatory and operational requirements.
Manage escalated customer cases and ensure timely resolution in partnership with offshore support and local stakeholders.
Identify pain points across the customer journey and recommend process or product improvements to enhance service quality.
Develop and maintain UAE-specific SOPs, quick guides, and internal training materials for offshore teams.
Track and analyze key support metrics such as CSAT, resolution time, and escalation rates to identify trends and areas for improvement.

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