Assistant Manager, Customer Care

Remotedxb; Dubai; On-site; AED 201,000 - 290,000; Full time

Benefits offered by this job

Medical, dental, and vision premiums (

Annual bonus & KPI bonuses

401k matching 3.5%

6 paid sick and mental health days

Employee Stock Ownership Plan

Phone and internet usage reimbursemt

Professional development & mentorship

Employee Assistance Program

Job summary

Remotedxb is seeking an experienced Customer Care Manager to lead a multi-channel support team in a dynamic environment. You will supervise supervisors, coach staff, and drive improvements across phone, email, and chat operations.

You will analyze KPIs, develop targeted training, and promote adoption of AI productivity tools to streamline routine tasks. A strong emphasis on process optimization and leadership is required.

Qualifications

• 2+ years of management experience.
• 5+ years of customer service across phone, email and/or chat.
• Proficiency in MS Office (Word and Excel) and Google Workspace.
• Strong oral and written communication skills.
• High School Diploma or equivalent.

Responsibilities

• Support daily operations of the customer care department across phone, email, and chat channels.
• Oversee and guide a team of supervisors to ensure performance goals are met.
• Monitor team performance, provide coaching, and assist with escalated customer issues.
• Implement process improvements to enhance workflow efficiency.
• Analyze KPI dashboards and performance data to identify trends and areas for improvement.
• Coach and develop Supervisors on leadership and team management practices.
• Resolve escalated issues referred by Supervisors.
• Assess training needs and lead the development of targeted programs.
• Oversee timesheet approval and timekeeping compliance.
• Interview, evaluate, and select candidates for Representative and Supervisor roles.
• Partner with Training, QA, and Workforce Management teams.
• Champion the use of AI-based productivity tools to streamline routine tasks.

Skills

MS Office

Google Workspace

Strong communication

Management

Education

High School Diploma or equivalent

Tools

Claude

ChatGPT

Copilot

Job description

Responsibilities

• Support daily operations of the customer care department across phone, email, and chat channels
• Oversee and guide a team of supervisors to ensure performance goals are met
• Monitor team performance, provide coaching, and assist with escalated customer issues
• Implement process improvements to enhance workflow efficiency
• Analyze KPI dashboards and performance data to identify trends and areas for improvement
• Coach and develop Supervisors on leadership and team management practices
• Resolve escalated issues referred by Supervisors
• Assess training needs and lead the development of targeted programs
• Oversee timesheet approval and timekeeping compliance
• Interview, evaluate, and select candidates for Representative and Supervisor roles
• Partner with Training, QA, and Workforce Management teams
• Champion the use of AI-based productivity tools to streamline routine tasks

Requirements

• 2+ years of management experience
• 5+ years of customer service experience across phone, email, and/or chat channels
• Proficiency in MS Office (Word and Excel) and Google Workspace
• Strong oral and written communication skills
• High School Diploma or equivalent

Preferred Qualifications

• Omnichannel customer support experience
• MS Office and Google Workspace expertise
• Familiarity with AI productivity tools like Claude, ChatGPT, or Copilot

Benefits

• 100% employer-paid medical, dental, and vision premiums for employee-only plans
• Annual bonus and potential quarterly KPI bonuses
• 401k matching up to 3.5%
• 6 paid sick and mental health days
• Employee Stock Ownership Plan
• Reimbursements for personal cell phone and internet usage
• Professional development opportunities and mentorship
• Employee Assistance Program and mental health benefits