Customer Experience & Support Manager

Prypco; Dubai; On-site; AED 250,000 - 350,000; Full time

Job summary

Prypco is seeking a Customer Experience & Support Manager to lead our customer support and own customer experience across all business units in Dubai. You will manage a hands-on team, drive process improvements, and partner with Product, Finance, Operations and BU leads to fix root causes behind feedback while improving sentiment across platforms.

The role blends leadership with data-driven decision making, ownership of reviews, and implementing AI-powered review monitoring and automation to

Qualifications

• 6+ years in customer support, CX, or operations leadership.
• Directly managed a customer support team and cross-functional collaboration.
• Exposure to reputation management and public review platforms.
• Experience in a fast-growing startup or scale-up is preferred.
• Fluent in English; Arabic is an advantage for UAE customers.

Responsibilities

• Directly manage and develop PRYPCO's Customer Support Representatives setting SLAs and quality standards.
• Own customer experience across every business unit and manage public ratings and reviews.
• Investigate root causes of recurring complaints and design long-term solutions.
• Collaborate with Product, Finance, Operations and BU leads to prioritise fixes and close the loop with customers.
• Use data to prioritise issues and enhance sentiment analysis and support automation.

Skills

Customer obsession

Analytical

AI sentiment analysis

Stakeholder mgmt

English fluent

Arabic advantage

Job description

ROLE OVERVIEW

PRYPCO is looking for a Customer Experience & Support Manager to lead our customer support efforts and own customer experience across every business unit. The Customer Experience & Support team has two connected mandates providing excellent day-to-day customer support and owning how PRYPCO shows up in public ratings and reviews across every product. This role leads the team and owns both mandates end to end, managing the support function directly while working closely with Product, Finance, Operations and BU leads to fix the root causes behind negative feedback, respond to reviews and continuously improve how customers experience PRYPCO. This is a hands‑on role that blends team leadership, analytical rigor and the ability to get things prioritised across a variety of business stakeholders through data-backed analysis and influence.

KEY RESPONSIBILITIES

Customer Support Team Leadership

• Directly manage and develop PRYPCO s Customer Support Representatives setting SLAs quality standards and day‑to‑day performance
• Build support processes and escalation paths that scale as PRYPCO s product range grows

Customer Experience & Reputation Management

• Own PRYPCO s public ratings and reviews across all platforms and every business unit tracking sentiment and responding to reviews
• Investigate the root cause behind recurring complaints and design long term solutions
• Work with Product, Finance, Operations and BU leads to get fixes prioritised and implemented and close the loop with customers

Analytics AI & Stakeholder Management

• Use data to prioritise the highest-impact issues by volume severity and revenue at risk and build reporting that gives leadership visibility
• Keep increasing the adaption and implementation of AI-powered tools for review monitoring sentiment analysis and support automation
• Operate comfortably across stakeholders with different priorities translating customer experience issues into terms each one cares about

Experience

• 6+ years in customer support, customer experience, or operations leadership, ideally within a fast‑growing startup or scale‑up
• Proven experience directly managing a customer support team, and working cross‑functionally to resolve systemic issues
• Exposure to reputation management and public review platforms

Skills & Attributes

• Customer obsession at heart, with a focus on actionable, smart, customer‑centric solutions
• Heavily analytical, comfortable separating signal from noise across a large volume of customer feedback
• Genuine, hands‑on AI proficiency for sentiment analysis, response drafting, and support automation
• Strong multi‑stakeholder management, comfortable driving fixes across teams without formal authority over them
• Fluent English; Arabic is an advantage given the UAE customer base