Fintech Customer Service Manager - Data-Driven Ops Leader

Astra Tech; Dubai; On-site; AED 279,000 - 446,400; Full time

Job summary

Astra Tech is seeking a Customer Service Manager to lead our high-volume, multi-channel support operations in a fast-paced fintech environment in Dubai. You will drive performance through data analytics, RCA, and VoC insights, coordinating with internal teams and outsourced partners to ensure compliant, high-quality customer outcomes.

The role requires hands-on leadership, capacity planning, and a focus on continuous improvement across voice, email, and in-app support channels.

Qualifications

• Proven experience managing high-volume call centre and digital support operations.

Responsibilities

• Analyse SLA, FCR, CSAT, NPS, AHT, backlog, abandonment, and repeat contacts.
• Identify trends and translate performance movements into operational actions.
• Lead RCA and VoC analysis to drive service improvements.
• Oversee day-to-day operations across voice, tickets, email, and in-app support.
• Monitor queue health, backlogs, ageing, and escalation handling.
• Lead daily stand-ups to track performance, risks, and priorities.
• Coach agents and team leads; ensure service quality standards.

Job description

Astra Tech is seeking a Customer Service Manager to lead our high-volume, multi-channel support operations in a fast-paced fintech environment in Dubai. You will drive performance through data analytics, RCA, and VoC insights, coordinating with internal teams and outsourced partners to ensure compliant, high-quality customer outcomes.

The role requires hands-on leadership, capacity planning, and a focus on continuous improvement across voice, email, and in-app support channels.