CX Escalations Lead — Root-Cause & Vendor Governance

Justlife

Dubai

On-site

AED 180,000 - 240,000

Full time

4 days ago

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Benefits offered by this job

Birthday day off

Justlife credits

Referral bonuses

Team experiences

Job summary

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.

Responsibilities

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.