Customer Service Manager

Caliberly; Dubai; On-site; AED 180,000 - 240,000; Full time

Benefits offered by this job

Competitive salary

Career growth opportunities

Job summary

Caliberly in Dubai is seeking a Customer Service Manager to lead our support operations in the fintech domain. You will manage a multi-channel team across email, chat, phone and social media, ensuring fast, accurate, and empathetic responses while aligning with product and operations to improve the customer experience.

You will own KPIs, SLAs, and escalation handling, build training programs, and implement processes, scripts, and dashboards to drive quality and efficiency, all while maintaining

Qualifications

• Bachelor's degree in Business, Communications, or related field.
• 5+ years in customer service or support, fintech preferred.
• 1-2 years in a lead or supervisory role.
• Strong understanding of payments and financial services.
• Experience with CRM/ticketing tools and data-driven improvements.

Responsibilities

• Lead, coach, and manage a multi-channel support team across email, chat, phone, and social media.
• Define and monitor KPIs/SLA targets.
• Handle escalated issues and collaborate with internal teams to resolve root causes.
• Develop and maintain processes, scripts, knowledge base, and workflows.

Skills

Customer service

Team management

Communication

Problem solving

Data literacy

Education

Bachelor's degree in Business/Communications

Tools

Zendesk

Freshdesk

Salesforce Service Cloud

Job description

We are seeking a highly motivated Customer Service Manager to lead our customer support operations in the payment / fintech domain. The role involves managing a multi-channel support team, ensuring excellent service quality, resolving escalations, collaborating with product and operations to improve customer experience, and maintaining KPIs and SLAs.

Key Responsibilities

Lead, coach, and manage a customer service team across channels (email, chat, phone, social media), ensuring fast, accurate, and empathetic responses.

Define and monitor KPIs/SLA targets (e.g. First Response Time, Resolution Time, Customer Satisfaction / NPS, Churn related support metrics).

Handle escalated customer issues and high‐priority cases, working across internal teams (Tech, Product, Compliance) to resolve root causes.

Develop and maintain processes, scripts, knowledge base, and workflows to ensure consistency, quality, and efficiency in customer interactions.

Collaborate with product, operations, fraud, compliance, and engineering teams to feed customer feedback, suggest improvements, and influence roadmaps.

Ensure compliance and security in customer communications (e.g. handling of sensitive data, fraud prevention etc.).

Implement training programs for new hires and ongoing coaching for the team to upskill on product knowledge, soft skills, tools.

Manage staffing, scheduling, and resource allocation to meet demand and business growth.

Use customer support tools / CRM systems / ticketing systems to track performance, generate reports, and derive insights.

Identify trends in customer feedback / complaints, generate actionable reports, propose improvements to reduce issues, improve UX.

Escalation management: setting up escalation paths, ensuring SLAs met for escalations, and maintaining calm with high pressure situations.

Qualifications & Skills

Bachelors degree in Business, Communications, or related field (or equivalent experience).

5+ years of experience in customer service / customer support roles, preferably in fintech, payments, banking, or digital services. At least 1-2 years in a lead or supervisory role.

Strong understanding of payments / financial services is a plus (how payment flows work, common issues customers face, fraud / risk / dispute processes).

Excellent communication skills (written & verbal), empathy, problem-solving, and conflict resolution.

Experience with CRM / ticketing tools (Zendesk, Freshdesk, Salesforce Service Cloud, etc.), tracking metrics, dashboards.

Good data literacy: ability to read reports, track KPIs, use data to make process improvements.

Ability to manage teams, plan shifts / staffing, forecast workload.

Familiarity with regulatory & compliance aspects relevant to customer support (data protection, AML, etc.).

Calm under pressure; ability to handle escalations.

What We Offer

Competitive salary & benefits.

Opportunity to work in a fast-growing payments / fintech environment.

Potential for career growth into operations, product, or CX leadership roles.

Work with modern customer support tools, analytics, feedback loops.