Customer Escalations Lead — Root-Cause Champion

Justlife Home Services; Dubai; On-site; AED 180,000 - 240,000; Full time

Benefits offered by this job

Birthday day off (JustHoliday)

Justlife credits

Referral bonuses

Team experiences

Job summary

Justlife Home Services in Dubai is seeking a Customer Relations Team Lead to own the escalation queue, drive CSAT, and partner with BD, Operations and Product. You will lead a mix of outsourced and in-house agents, design root-cause frameworks, and ensure decisions are clear, documented, and actionable.

If you think like a detective, love patterns, and can refuse when necessary, join us to reduce escalations and improve customer outcomes.

Qualifications

• 4–6 years in escalations, complaints or customer resolution with 2+ years leading a team.
• Experience managing vendor relationships and performance with outsourced teams.
• Data fluency with queue metrics; ability to derive root causes from data.
• Ability to make clear, supported decisions on complex cases (damaged/missing items).

Responsibilities

• Own CSAT and escalation queue, driving root-cause fixes upstream.
• Govern daily performance of BPO partners and in-house teams with cadence.
• Decide complex cases (compensation, liability) and document outcomes clearly.
• Cover queues during peaks and manage backlogs with hands-on leadership.
• Collaborate with BD, Operations and Product to fix systemic issues.
• Develop and implement a data-driven framework to reduce escalations.

Skills

Leadership

Data analysis

Escalations management

Vendor governance

Customer resolution

Tools

Freshdesk

Excel

Google Sheets

Job description

Justlife Home Services in Dubai is seeking a Customer Relations Team Lead to own the escalation queue, drive CSAT, and partner with BD, Operations and Product. You will lead a mix of outsourced and in-house agents, design root-cause frameworks, and ensure decisions are clear, documented, and actionable.

If you think like a detective, love patterns, and can refuse when necessary, join us to reduce escalations and improve customer outcomes.