Fintech Customer Support Lead

ZUPERCT; Dubai; On-site; AED 100,000 - 140,000; Full time

Job summary

ZUPERCT INTERNATIONAL LIMITED, a Dubai-based CFD broker, is seeking an experienced Customer Support Manager to lead and scale the daily operations of the support team. You will shape workflows, set up escalation paths, and drive high-quality responses across channels to ensure user satisfaction.

You will coach specialists, monitor key metrics, and translate user feedback into actionable product insights. Collaboration with product, operations, and compliance teams will be essential to improve

Qualifications

• Management experience leading a customer support team.

Responsibilities

• Manage daily operations of the customer support team, including ticket handling, response quality, service efficiency, escalation management, and user satisfaction.
• Build and optimize customer support workflows based on user scale, business growth stage, support volume, product complexity, and service level requirements.
• Set up and improve support team structures, including role allocation, shift planning, service coverage, escalation paths, QA standards, and performance evaluation mechanisms.
• Lead, coach, and manage customer support specialists to ensure consistent service quality, timely response, and effective issue resolution.
• Handle escalated user issues, complex complaints, sensitive cases, and high-priority user requests in a professional and structured manner.
• Monitor key customer support metrics, including first response time, resolution time, ticket backlog, CSAT, user complaint rate, escalation rate, and support workload.
• Regularly collect, categorize, and analyze user feedback from customer support channels, tickets, communities, emails, live chat, and other user touchpoints.
• Prepare regular user experience feedback reports for the product team, highlighting recurring issues, product pain points, user friction, feature requests, and service improvement opportunities.
• Work closely with product, operations, compliance, marketing, sales, and technical teams to improve the end-to-end user experience and reduce repeated support issues.
• Build and maintain customer support knowledge bases, FAQ documents, internal SOPs, response templates, training materials, and issue-handling guidelines.
• Support user communication for product updates, system issues, policy changes, service interruptions, and other important user-facing matters.
• Identify opportunities to improve self-service capability, automation, support efficiency, and user education.

Skills

Leadership

English communication

Strategic planning

Problem solving

Attention to detail

Multi-priority management

Education

Bachelor’s degree or above

Tools

Zendesk

Intercom

Freshdesk

Salesforce

HubSpot

LiveChat

Notion

Jira

Job description

ZUPERCT INTERNATIONAL LIMITED, a Dubai-based CFD broker, is seeking an experienced Customer Support Manager to lead and scale the daily operations of the support team. You will shape workflows, set up escalation paths, and drive high-quality responses across channels to ensure user satisfaction.

You will coach specialists, monitor key metrics, and translate user feedback into actionable product insights. Collaboration with product, operations, and compliance teams will be essential to improve