Customer Experience Team Lead

Printerpix; Dubai; On-site; AED 111,600 - 200,880; Full time

Job summary

Printerpix is seeking a Customer Service Team Leader to guide a fast-paced team in a global ecommerce environment. The role focuses on coaching top performers, overseeing ticketing operations and social media escalations to maintain high customer satisfaction.

You will partner with operations, marketing and product to translate customer insights into improvements, while monitoring SLAs and quality across channels. Strong leadership and English proficiency are essential.

Qualifications

• Minimum 3 years experience in a B2C customer service role within an ecommerce or online retail environment, including experience leading or supervising a team.
• Excellent written and spoken English, with the ability to adapt tone for tickets, social media, and marketplaces.
• Proven experience working with customer service ticketing/CRM systems and using data to monitor SLAs, quality and productivity.

Responsibilities

• Lead, coach and develop a high performing team of Customer Service Representatives handling all customer contact primarily via our ticketing system (email and online enquiries).
• Oversee and coordinate resolution of customer issues raised through social media, review sites and marketplaces.
• Monitor daily workflow in the ticketing system, allocate workloads, and ensure service levels and quality standards are met.
• Analyze tickets and social/review channel feedback to identify recurring issues and root causes, and translate into action plans.
• Work with operations, marketing and product teams to communicate customer insights and service opportunities.
• Track performance metrics and identify gaps to drive continuous improvement.
• Scope and support process improvements and automation with awareness of automation limitations.
• Provide regular feedback, coaching and performance reviews, including quality monitoring of tickets and responses.
• Handle escalated complaints, including chargebacks, with professional and brand-aligned resolutions.
• Champion ethical use of AI tools to improve written communications while maintaining human oversight.

Skills

Leadership

Coaching

Customer Service

Data Analysis

SLA Management

AI Tools

Tools

Ticketing/CRM systems

Job description

Printerpix is seeking a Customer Service Team Leader to guide a fast-paced team in a global ecommerce environment. The role focuses on coaching top performers, overseeing ticketing operations and social media escalations to maintain high customer satisfaction.

You will partner with operations, marketing and product to translate customer insights into improvements, while monitoring SLAs and quality across channels. Strong leadership and English proficiency are essential.