Customer Support Manager

YOUGotaGift.com; Dubai; Sur place; AED 180 000 - 320 000; Plein temps

Résumé du poste

YOUGotaGift.com in Dubai seeks a high‑performing Customer Service Manager to lead its GCC customer service function, delivering exceptional experiences across all support channels. You will develop and execute customer service strategies, lead a high‑performing team, monitor KPIs (CSAT, FRT, SLA) and collaborate with Sales, Marketing, Product, Finance and Operations.

This role requires 4–7 years of experience, strong leadership, analytics, and a passion for continuous improvement to enhance

Qualifications

• 4–7 years of relevant work experience with a focus on customer experience.
• Strategic thinking to identify service improvements.
• Strong collaboration with cross-functional teams.
• Results-driven approach to achieving operational targets.
• Excellent verbal, written, and interpersonal communication skills.

Responsabilités

• Support the Customer Service team in resolving escalated customer issues and complaints promptly.
• Monitor service quality with QA checks across channels and report on KPIs (CSAT, FRT, SLA).
• Oversee customer support across live chat, email, phone, WhatsApp, social media and other channels.
• Identify and implement process improvements to enhance customer experience and productivity.
• Manage workforce planning, shift scheduling, and resource allocation.
• Collaborate with Sales, Marketing, Product, Finance, Operations, and Technology to ensure prompt order processing and issue resolution.
• Measure, analyze, and report customer service performance to senior stakeholders.
• Recruit, train, coach, and mentor the Customer Service team.

Connaissances

Customer service leadership

Strategic thinking

Cross-functional collaboration

Performance management

Analytical skills

Communication skills

Problem solving

Description du poste

Dubai, United Arab Emirates | Posted on 10/14/2026

YOUGotaGift is a leading marketplace for Digital Gift Cards since 2013 and the partner of choice for consumers and businesses in MENA. We are in

the business of transforming prepaid cards to Branded Payments across gifting, incentives & payments to drive acquisition, build engagement, and increase loyalty. Offering a seamless, innovative platform for individuals and organizations to purchase, send, and redeem e-gift cards. Founded with the mission to make gifting easy, personalized, and instant, YouGotaGift has become a trusted provider of digital gifting solutions across the Middle East. With value creation at its core, YOUGotaGift offers unparalleled consumer experiences, and incentives & merchant solutions for a network of 1,000+ Brands, 2,500+ Corporates including 50+ major Loyalty Programs. We have a diversified team of 200+ employees spanning across 10 nationalities in the MENA region.

Role Overview

We are seeking a high-performing Customer Service Manager to lead our Customer Service function across the GCC region. In this role, you will be responsible for developing and executing customer service strategies that deliver an exceptional customer experience across all support channels. Your core responsibility will be to lead a high-performing customer service team, drive operational excellence, improve customer satisfaction, and collaborate with cross-functional teams to deliver seamless customer journeys while supporting YOUGotaGift's continued growth.

Key Responsibilities

• Support the Customer Service team in resolving escalated customer issues and complaints promptly while ensuring consistent service quality and professional handling of enquiries across all customer touchpoints.
• Monitor service quality through regular quality assurance checks on calls, emails, live chats, and other customer interactions, while tracking and reporting on key performance indicators, including CSAT, First Response Time (FRT), Resolution Time, SLA adherence, and Quality Assurance metrics, to drive continuous improvement.
• Oversee customer support across live chat, email, phone, WhatsApp, social media, and other digital channels to ensure a seamless customer experience, prompt issue resolution, and effective customer engagement.
• Identify and implement process improvements to enhance customer experience, improve service delivery, optimise productivity, manage resources effectively, and continuously improve the end-to-end customer journey by addressing customer pain points.
• Manage workforce planning, shift scheduling, and resource allocation to ensure appropriate staffing levels and compliance with service-level agreements (SLAs) across all customer support channels.
• Collaborate with internal stakeholders across Sales, Marketing, Product, Finance, Operations, and Technology to ensure prompt order processing, effective issue resolution, and seamless customer service, while providing customer insights and recommendations to improve retention, reduce churn, and strengthen client relationships.
• Measure, analyse, and report customer service performance to senior stakeholders, providing insights, identifying trends, and recommending operational improvements based on customer feedback, service metrics, and business objectives.
• Recruit, train, coach, mentor, and performance-manage the Customer Service team, fostering a customer-first culture, supporting career development, and ensuring that customer service tools, equipment, and workstations remain operational, efficient, and fit for purpose.

Experience & Qualifications

• 4–7 years of relevant work experience, with a strong commitment to delivering exceptional customer experiences and maintaining high service standards.
• Strategic thinking to identify future opportunities and translate them into effective service improvements.
• Strong collaboration skills to build partnerships and work effectively with cross-functional teams.
• A results-driven approach to achieving service excellence and meeting operational performance targets.
• Proven capability to foster a positive work environment that motivates employees to deliver outstanding customer experiences.
• Excellent verbal, written, presentation, and interpersonal communication skills.
• Proven leadership skills in coaching, mentoring, and developing high-performing teams.
• Strong analytical skills to interpret customer data and performance metrics for informed decision-making.
• Effective problem-solving and decision-making skills, with a focus on resolving issues and driving continuous improvement.

Preferred Skills

• Experience managing omnichannel customer support operations
• Experience implementing AI and automation within customer service
• Strong understanding of CRM systems, customer journey mapping, and customer analytics
• A strong interest in innovation and continuous improvement.