Fintech Customer Service Manager: Data-Driven Ops Lead

Tanqeeb; Dubai; On-site; AED 180,000 - 280,000; Full time

Job summary

Tanqeeb in Dubai seeks a Customer Service Manager to lead day-to-day operations of high-volume fintech support across voice, email, and in-app channels. You will translate performance data into actionable improvements, oversee RCA and VoC initiatives, and collaborate with product, tech, risk, and outsourcing partners to ensure compliant, high-quality customer outcomes.

The role requires hands-on leadership, capacity planning, and a focus on SLA, FCR, CSAT.

Qualifications

• 8–10 years of work experience in customer service leadership.
• Proven experience managing high-volume call centres and digital support.
• Strong data and analytical skills for performance insights.
• Hands-on CRM experience (ticketing, routing, reporting).
• Experience with RCA and VoC analysis to drive improvements.
• Stakeholder management across product, tech, risk, and outsourced partners.

Responsibilities

• Analyse service metrics and drive operational actions.
• Lead RCA for key issue types and share insights.
• Own VoC insights and report to senior stakeholders.
• Manage multi-channel service delivery across voice, email, and in-app.
• Oversee call centre queue health and service stability.
• Coordinate escalations with internal and partner teams.
• Lead daily stand-ups to monitor performance and priorities.
• Plan capacity and workforce to meet demand.
• Maintain CRM data hygiene and process discipline.
• Coach agents and reinforce escalation protocols to ensure quality.

Job description

Tanqeeb in Dubai seeks a Customer Service Manager to lead day-to-day operations of high-volume fintech support across voice, email, and in-app channels. You will translate performance data into actionable improvements, oversee RCA and VoC initiatives, and collaborate with product, tech, risk, and outsourcing partners to ensure compliant, high-quality customer outcomes.

The role requires hands-on leadership, capacity planning, and a focus on SLA, FCR, CSAT.