Customer Service Team Lead: Elevate CX & Team Performance

Confidential Careers; Abu Dhabi; On-site; AED 180,000 - 240,000; Full time

Job summary

Confidential Careers in Abu Dhabi is seeking a Team Lead, Customer Service to supervise and coach a team of agents, ensuring a consistent, high-quality customer experience. You will monitor KPIs such as CSAT and first-contact resolution, manage shifts, escalate complex issues, and collaborate with operations, billing and technical teams to resolve cross-functional problems.

The role combines hands-on supervision, performance management and day-to-day operations to meet service targets and

Qualifications

• Bachelor's degree or diploma in Business Administration, Communications or a related field.
• 3–5 years of customer service experience with at least 1–2 years in a supervisory or senior agent role.

Responsibilities

• Supervise, motivate and support a team of customer service agents with clear daily/weekly goals.
• Monitor KPIs like CSAT, first-contact resolution, handling time and quality scores.
• Prepare performance reports and collaborate with operations, billing and technical teams to resolve issues.

Skills

Team Leadership

Coaching

Customer Service

Education

Bachelor's degree or diploma in Business Administration, Communications or a related field

Job description

Confidential Careers in Abu Dhabi is seeking a Team Lead, Customer Service to supervise and coach a team of agents, ensuring a consistent, high-quality customer experience. You will monitor KPIs such as CSAT and first-contact resolution, manage shifts, escalate complex issues, and collaborate with operations, billing and technical teams to resolve cross-functional problems.

The role combines hands-on supervision, performance management and day-to-day operations to meet service targets and