Fintech Customer Experience Leader

Caliberly; Dubai; On-site; AED 180,000 - 240,000; Full time

Benefits offered by this job

Competitive salary

Career growth opportunities

Job summary

Caliberly in Dubai is seeking a Customer Service Manager to lead our support operations in the fintech domain. You will manage a multi-channel team across email, chat, phone and social media, ensuring fast, accurate, and empathetic responses while aligning with product and operations to improve the customer experience.

You will own KPIs, SLAs, and escalation handling, build training programs, and implement processes, scripts, and dashboards to drive quality and efficiency, all while maintaining

Qualifications

• Bachelor's degree in Business, Communications, or related field.
• 5+ years in customer service or support, fintech preferred.
• 1-2 years in a lead or supervisory role.
• Strong understanding of payments and financial services.
• Experience with CRM/ticketing tools and data-driven improvements.

Responsibilities

• Lead, coach, and manage a multi-channel support team across email, chat, phone, and social media.
• Define and monitor KPIs/SLA targets.
• Handle escalated issues and collaborate with internal teams to resolve root causes.
• Develop and maintain processes, scripts, knowledge base, and workflows.

Skills

Customer service

Team management

Communication

Problem solving

Data literacy

Education

Bachelor's degree in Business/Communications

Tools

Zendesk

Freshdesk

Salesforce Service Cloud

Job description

Caliberly in Dubai is seeking a Customer Service Manager to lead our support operations in the fintech domain. You will manage a multi-channel team across email, chat, phone and social media, ensuring fast, accurate, and empathetic responses while aligning with product and operations to improve the customer experience.

You will own KPIs, SLAs, and escalation handling, build training programs, and implement processes, scripts, and dashboards to drive quality and efficiency, all while maintaining