Fintech Customer Service Leader - Data-Driven Ops

Astra Tech Group; Dubai Emirate; On-site; AED 420,000 - 660,000; Full time

Job summary

Astra Tech Group is seeking a hands-on Customer Service Manager to lead day-to-day operations in a fast-paced fintech environment. You will manage voice, tickets, email, and in-app support while driving capacity planning, RCA, and VoC insights to improve service quality and customer outcomes.

Ideal candidates bring 8–10 years of experience in high-volume customer service, strong data analytics, and proficiency with CRM systems.

Qualifications

• 8–10 years of work experience in customer service or fintech.
• Experience managing high-volume call centres and digital support operations.
• Strong data analytics skills to interpret performance metrics and drive actions.
• Hands-on CRM experience (ticketing, routing, reporting).
• Experience leading RCA and VoC analysis to drive service and process improvements.
• Strong stakeholder management across Product, Tech, Risk and outsourced partners.
• Ability to operate effectively in a fast-paced, regulated environment.

Responsibilities

• Manage day-to-day customer service operations across voice, tickets, email, and in-app support.
• Oversee high-volume call centre operations, ensuring queue health, responsiveness, and service stability.
• Monitor ticket backlogs, ageing, and abandonment rates, taking corrective action where required.
• Manage escalations, including coordination with internal teams and third-party partners.
• Lead and participate in daily stand-ups to track performance, risks, and priorities.

Skills

Data analysis

Stakeholder management

People leadership

CRM proficiency

RCA & VoC

Tools

CRM systems

Job description

Astra Tech Group is seeking a hands-on Customer Service Manager to lead day-to-day operations in a fast-paced fintech environment. You will manage voice, tickets, email, and in-app support while driving capacity planning, RCA, and VoC insights to improve service quality and customer outcomes.

Ideal candidates bring 8–10 years of experience in high-volume customer service, strong data analytics, and proficiency with CRM systems.