Customer Support Manager

Raseed Invest Limited; Dubai; On-site; AED 120,000 - 200,000; Full time

Job summary

A leading fintech company in Dubai seeks a Customer Support Manager to lead a team and enhance customer satisfaction. The role involves overseeing support operations, implementing strategies, and resolving complex issues. Candidates should have at least 5 years of customer support experience, with 3 years in leadership roles, along with excellent problem-solving and communication skills. This position offers a dynamic work environment and a chance to contribute to one of MENA's fastest-growing fintech brands.

Benefits

Dynamic exciting work environment

Opportunity to work with a fast-growing fintech brand

Qualifications

• Minimum 5 years of experience in customer support or service delivery.
• 3+ years in a supervisory or managerial role.
• Experience in fintech, trading, or regulated industries.

Responsibilities

• Lead and supervise a team of customer service representatives.
• Oversee daily operations and handle customer inquiries.
• Develop customer service strategies for improvement.

Skills

Leadership

Problem-solving

Communication

Customer empathy

Analytical skills

Education

Bachelor’s degree in business administration or related field

Tools

Freshchat

Jira

ComplyCube

Job description

Dubai, United Arab Emirates | Posted on 01/13/2026

Overview

Raseed brings down barriers to creating wealth by making investing easy, simple, and affordable for our users to trade and invest. If you love challenges and believe in this mission, we’d love to have you onboard.

What You’ll Do

As a Customer Support Manager, you will be responsible for leading the customer support team and ensuring the delivery of exceptional service across all customer touchpoints. This role involves overseeing daily operations, resolving complex issues, implementing service strategies, and driving continuous improvement to enhance customer satisfaction and operational efficiency.

Key Responsibilities

• Lead and supervise a team of customer service representatives, providing coaching, training, and performance feedback.
• Oversee the daily operations of the support function, ensuring timely and professional handling of all customer inquiries and escalations.
• Develop and implement customer service strategies and procedures to improve customer satisfaction and service quality.
• Monitor, analyze, and report on key performance metrics, ensuring team goals and service level agreements are consistently met.
• Maintain accurate records of customer interactions, feedback, issues, and resolutions through CRM or ticketing systems.
• Collaborate cross-functionally with internal teams (e.g., product, marketing, finance, compliance, technical) to resolve customer issues efficiently.
• Identify opportunities for process improvement, automation, or training, and provide insights to management for service enhancements.
• Manage sensitive or high-risk cases, ensuring appropriate escalation and maintaining the company's professional image and reputation.
• Stay updated on product changes, policies, and compliance requirements that may affect customer interactions.

Qualifications & Experience

• Bachelor’s degree in business administration, Communications, or a related field.
• Minimum 5 years of experience in customer support or service delivery, including 3+ years in a supervisory or managerial role.
• Experience with customer service tools and CRMs.
• Background in fintech, trading, or regulated industries is a must.
• Strong leadership and people management skills.
• Excellent problem-solving and conflict resolution abilities.
• Excellent understanding of trading products and tech‑savvy mindset.
• Strong expertise in trading products combined with a high level of technical proficiency.
• Experience with tools such as Freshchat, Jira, and ComplyCube.
• High level of emotional intelligence and customer empathy.
• Strong analytical and reporting skills, with attention to detail.
• Ability to work under pressure in a fast‑paced environment.
• Excellent written and verbal communication skills in English (Arabic is a plus).

What We Offer

• Dynamic exciting work environment
• Opportunity to work with the fastest‑growing fintech brand in the MENA region