Customer Support Lead: Build Scalable CX for a UAE Platform

Uplift People Consulting; Dubai; On-site; AED 51,000 - 61,000; Full time

Benefits offered by this job

Performance-based bonus

Job summary

Uplift People Consulting seeks a Customer Support Lead for a UAE-based marketplace startup. You will own the Customer Support function, build scalable processes, and ensure high-quality, trustful interactions across buyers and sellers. You will design workflows, tooling, and a QA system to raise the bar as volume grows.

Arabic language skills and UAE experience are preferred. This is a leadership role with high ownership and a performance-based bonus, requiring a UAE visa holder for the role.

Qualifications

• Customer service leadership in marketplaces or high-transaction environments.
• Strong judgement under pressure; empathetic and process-driven.
• Experience setting up CS tooling and QA frameworks.
• Hands-on builder, comfortable starting from zero and scaling.
• Arabic language skills and UAE experience preferred.

Responsibilities

• Own day-to-day ticket flow across channels; hit response and resolution SLAs.
• Design workflows: triage, prioritisation, escalation paths, and handoffs with CX and Tech.
• Manage sensitive cases: disputes, lost/damaged shipments, refunds/chargebacks, and payout questions.
• Ensure a consistent tone of voice and customer trust across every interaction.
• Build macros, tagging taxonomy, decision trees, and support playbooks.
• Own Help Center / knowledge base upkeep with the CX Lead: FAQs, policies, and how-to guides.
• Set up the tooling baseline (Zendesk, Freshdesk or similar), automations, and reporting.
• Establish a QA programme: ticket audits, coaching loops, calibrations, and agent scorecards.
• Track top contact drivers and repeat contacts; push fixes into product and operations.
• Build the hiring and training plan as volume scales: onboarding, scripts, competency framework.

Skills

Customer service leadership

Marketplace experience

Arabic language

UAE experience

CS tooling

QA frameworks

Hands-on builder

Tools

Zendesk

Freshdesk

Job description

Uplift People Consulting seeks a Customer Support Lead for a UAE-based marketplace startup. You will own the Customer Support function, build scalable processes, and ensure high-quality, trustful interactions across buyers and sellers. You will design workflows, tooling, and a QA system to raise the bar as volume grows.

Arabic language skills and UAE experience are preferred. This is a leadership role with high ownership and a performance-based bonus, requiring a UAE visa holder for the role.