Customer Support Manager

ALBA CORP; Dubai; On-site; AED 120,000 - 200,000; Full time

Job summary

A leading customer service organization in Dubai is seeking a Customer Support Manager to oversee operations and ensure customer satisfaction. The ideal candidate will have at least 5 years of experience in customer care, strong leadership skills, and fluency in English, with Arabic as an advantage. This full-time, on-site position offers a competitive salary, work visa sponsorship, medical insurance, and 30 days of paid annual leave. Join a supportive team culture committed to service excellence and growth.

Benefits

Work Visa sponsorship

Medical insurance

30 days of paid annual leave

Supportive team culture and modern office environment

Qualifications

• Minimum 5 years of experience in customer care or service management.
• Experience managing teams in client-facing roles.
• Fluency in English; Arabic is an advantage.

Responsibilities

• Oversee the day-to-day operations of the customer care team.
• Develop and implement service protocols to improve response time.
• Monitor service KPIs and maintain high performance.
• Lead the resolution of escalated issues.

Skills

Leadership skills

Communication skills

Conflict resolution

Multitasking

Proficiency in CRM systems

Job description

We are looking for a Customer Support Manager to lead and elevate our customer service operations ensuring a seamless and satisfying experience for every client interaction. This role is central to building trust resolving issues efficiently and driving service excellence across our customer touchpoints.

The ideal candidate brings a proactive mindset strong leadership qualities and a passion for delivering best-in-class customer care. You should be detail-oriented solutions-driven and ready to set new standards in service delivery. If you thrive in fast-paced environments and are committed to customer satisfaction read on.

Key Responsibilities

Core Functions

• Oversee the day-to-day operations of the customer care team ensuring prompt and professional handling of all inquiries and complaints.

• Develop and implement service protocols to improve response time and client satisfaction.

• Monitor service KPIs and maintain high performance across all touchpoints.

• Lead the resolution of escalated issues ensuring timely follow-up and closure.

Collaboration & Communication

• Work closely with sales operations and technical teams to align service expectations and execution.

• Train mentor and support customer care staff to maintain quality and consistency in communication.

• Maintain a feedback loop with clients to gather insights and suggest service improvements.

• Prepare internal communication on service policies updates and client insights.

Performance Reporting & Strategy

• Track and report on service metrics customer satisfaction scores and issue resolution timelines.

• Identify trends gaps and areas of improvement from client interactions and data analysis.

• Recommend strategic changes to improve the customer journey and retention.

• Support digital transformation and automation initiatives in customer service.

Requirements

• Minimum 5 years of experience in customer care or service management preferably in the UAE.

• Strong leadership skills with experience managing teams in client-facing roles.

• Proficiency in CRM systems and ticketing tools.

• Excellent communication and conflict resolution skills.

• Ability to multitask and remain calm under pressure.

• Fluency in English; Arabic is an advantage.

Salary & Benefits

Competitive Salary:AED

• Work Visa sponsorship

• Medical insurance

• 30 days of paid annual leave

• Supportive team culture and modern office environment

Work Arrangement

Type: Full-time on-site position

Note: Remote or hybrid work is not available. Candidates must be based in or willing to relocate to the UAE.

Why Join Us

Lead a customer care team where your leadership makes a real difference.
Join a company committed to service excellence and continuous improvement.
Be part of a collaborative environment that values your input and expertise.
Build a career with a stable growth-focused organization.

Organized and efficient Step into a role where your structure powers our success. Apply now!