Global Head of Customer Service & Experience

Confidential Careers; Dubai; On-site; AED 600,000 - 1,100,000; Full time

Job summary

Confidential Careers in Dubai seeks a Global Head of Customer Service to lead and transform its client support across regions, defining the global vision and elevating service quality. You will shape the operating model, SLAs, and performance metrics while building multilingual teams and partnering with Compliance, Product, and Technology to align interactions with regulations and business goals.

This role requires 10+ years in leadership, multi-country experience, English fluency, and a

Qualifications

• 10+ years of leadership in customer service or related fields within complex organizations.
• Experience managing multi-country, multilingual customer support operations.
• English fluency; MBA preferred for strategic leadership roles.

Responsibilities

• Develop and execute a global customer service strategy and operating model.
• Lead regional teams to ensure service excellence and consistency.
• Define SLAs, governance, and escalation processes across regions.
• Collaborate with Compliance, Commercial, Marketing, Product, and Tech.
• Oversee CRM and automation initiatives to improve CX outcomes.

Skills

Global leadership

Customer service strategy

Multilingual management

Stakeholder management

Data-driven decisions

Education

Bachelor's degree

MBA preferred

Tools

CRM systems

Job description

Confidential Careers in Dubai seeks a Global Head of Customer Service to lead and transform its client support across regions, defining the global vision and elevating service quality. You will shape the operating model, SLAs, and performance metrics while building multilingual teams and partnering with Compliance, Product, and Technology to align interactions with regulations and business goals.

This role requires 10+ years in leadership, multi-country experience, English fluency, and a