Head of Clients Care (English)

Admitad; Dubai; On-site; AED 120,000 - 170,000; Full time

Job summary

Admitad in Dubai is seeking a seasoned leader to head global support operations across multiple channels and regions. You will scale our service delivery to meet growing demand while maintaining high quality.

You will design core processes and SLAs, implement modern platforms, and mentor cross-cultural teams across time zones. Strong focus on metrics and continuous improvement.

Requires proven leadership in dynamic tech environments and excellence in English communication.

Qualifications

• Proven leadership in customer support or service operations.
• Experience building support structures and workflows.
• Experience managing international teams across time zones.
• Strong problem-solving and analytical skills; English proficiency.

Responsibilities

• Lead and scale global support operations across channels and regions.
• Design and optimize core processes, SLAs, and frameworks.
• Build a seamless support model for external and internal stakeholders.
• Oversee modern support platforms and ticketing systems.
• Build, train and mentor cross-cultural support teams with clear metrics.
• Analyze data to drive continuous improvement in service delivery and collaboration.

Skills

Leadership in customer support

Global team leadership

English proficiency

Operational design

Tools

Ticketing systems

Job description

What you ll do

• Lead and scale global support operations across various channels and regions
• Design, implement and optimize core business processes, operational frameworks and SLAs to ensure consistent service quality
• Build a seamless support model capable of handling diverse inquiries from both external users and internal stakeholders
• Oversee the implementation and optimization of modern support platforms, ticketing systems and operational workflows
• Build, train and mentor cross-cultural support teams setting clear performance metrics and quality standards
• Analyze operational data and feedback to drive continuous improvement in service delivery and internal collaboration

What we expect:

• Strong leadership track record in Customer Support, Service Operations, or Clients Care, ideally in dynamic tech environments
• Hands-on experience establishing operational support structures, workflows, and service processes from scratch or transforming existing ones
• Proven background in managing international or multi-regional teams and operating across different time zones
• Solid understanding of support metrics, process design, and operational tooling
• Excellent problem-solving and critical-thinking skills, with the ability to handle escalated operational issues
• Professional Working Proficiency in English .