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Customer Service Manager

Caliberly

Dubai

On-site

AED 120,000 - 150,000

Full time

Today
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Job summary

A leading fintech company based in Dubai is looking for a Customer Service Manager to oversee their support operations. You will lead a multi-channel team ensuring high service quality and resolve escalated issues while collaborating with internal teams. The ideal candidate has over 5 years of experience in customer service with strong leadership and communication skills. This role offers competitive salary and growth opportunities within a dynamic fintech environment.

Benefits

Competitive salary & benefits
Opportunities for career growth
Work with modern support tools

Qualifications

  • 5+ years of experience in customer service/support, ideally in fintech.
  • At least 1-2 years in a lead or supervisory role.
  • Strong understanding of financial services and payment flows.

Responsibilities

  • Lead and manage a multi-channel customer service team.
  • Define and monitor KPIs/SLA targets for service quality.
  • Handle escalated customer issues by working with internal teams.

Skills

Leadership skills
Excellent communication skills
Problem-solving abilities
Data literacy

Education

Bachelor's degree in Business or related field

Tools

CRM tools (Zendesk, Salesforce)
Job description
Customer Service Manager

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.
  • Multilingual skills a plus depending on customer base.
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.

Apply now!

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