Customer Support Manager

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

Job summary

A leading customer service company in the UAE is seeking a Customer Support Manager to enhance service operations. This role involves overseeing the customer care team, implementing service protocols, and ensuring high performance metrics. The ideal candidate brings over 5 years of experience, strong leadership skills, and excellent communication abilities. The position offers competitive salary, work visa sponsorship, and a supportive team culture.

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, preferably in the UAE.
• Strong leadership skills with experience managing teams in client-facing roles.
• Fluency in English; Arabic is an advantage.

Responsibilities

• Oversee 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.

Skills

Leadership skills

Conflict resolution

Customer service management

Communication skills

CRM proficiency

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!