CX Escalations Lead — Root-Cause & Vendor Governance

Justlife; Dubai; Sur place; AED 180 000 - 240 000; Plein temps

Avantages offerts par ce poste

Birthday day off

Justlife credits

Referral bonuses

Team experiences

Résumé du poste

Justlife is seeking a senior CX leader to own the escalation queue, drive root-cause analysis, and improve CSAT across ED and CRT. You will govern daily performance of BPO partners, coach teams, and decide complex cases involving compensation and liability.

Expect hands-on leadership during peak periods with clear, data-driven decisions that align with company goals. You will influence cross-functional outcomes by tracing drivers, fixing upstream processes, and delivering measurable improvements

Qualifications

• 4–6 years in escalations, complaints or customer resolution.
• 2+ years leading a team: results matter more than years.
• Experience managing a BPO or outsourced team and holding vendors accountable.
• Data literacy: strong Excel or Google Sheets and familiarity with ticketing platforms.

Responsabilités

• Own queue escalations and reduce public reviews by fixing root causes.
• Govern daily performance of BPO partners with cadence (daily numbers, weekly reviews, monthly scorecards).
• Own CSAT for ED and CRT with root-cause analysis on misses.
• Decide complex cases: compensation, liability, fault attribution with sound reasoning.
• Restore consistent decision-making at team lead level and empower escalations to Director.
• Cover ED or CRT queues during peaks and backlog spikes.

Connaissances

Escalations management

Team leadership

Data analysis

Excel

Google Sheets

Freshdesk

Vendor governance

CSAT optimization

Root-cause analysis

Decision making

Outils

Freshdesk

Description du poste

Justlife is seeking a senior CX leader to own the escalation queue, drive root-cause analysis, and improve CSAT across ED and CRT. You will govern daily performance of BPO partners, coach teams, and decide complex cases involving compensation and liability.

Expect hands-on leadership during peak periods with clear, data-driven decisions that align with company goals. You will influence cross-functional outcomes by tracing drivers, fixing upstream processes, and delivering measurable improvements