Head of Customer Experience

Bamboo Card; Dubai; On-site; AED 180,000 - 240,000; Full time

Job summary

Bamboo Card is looking for a Head of Customer Experience in Dubai to own customer conversations and ensure service quality across their B2B and B2C segments. This senior leadership role will be responsible for setting standards, managing support functions, and driving cross-functional issue resolution.

The ideal candidate must have 6–8 years of experience in customer support management and advanced proficiency in Zendesk. Join us to enhance customer satisfaction and build a solid governance framework.

Qualifications

• 6–8 years experience in customer support or experience management.
• At least 3 years in a senior leadership role.
• Proven strategy for managing B2B and B2C support.

Responsibilities

• Own service standards and SLA across all customer touchpoints.
• Lead and coach support teams on ticket quality and development.
• Report CX performance weekly to VP Operations.

Skills

Customer support experience

Leadership

Analytical skills

Zendesk proficiency

Job description

About Bamboo Card

Bamboo Card is the Middle East's leading digital prepaid products distributor and rewards fulfilment agency. Since 2018 we have supported global loyalty programs and enterprise rewards systems with a robust catalogue of e‑gift cards, prepaid cards and mobile top‑ups. With industry‑leading digital delivery infrastructure via API and client portal we ensure seamless, secure and real‑time reward distribution across the region.

Role Overview

The Head of Customer Experience owns the full customer conversation, issue classification, service quality and complaint governance across B2B and B2C at Bamboo Card. This pillar protects the customer relationship. The Head of CX sets the standard for how Bamboo Card interacts with customers and ensures that CX performance is measured, managed and continuously improved. Crucially, support agents escalates internally – they do not manage supplier relationships directly.

Service Standards & Complaint Governance

• Own service standards, SLAs and tone of voice across all customer touchpoints.
• Own complaint governance and escalations.
• Lead QA, training, reporting and customer insights.
• Drive cross‑functional issue resolution with Operations, Sales and Finance.

Team Leadership

• Lead the B2B Support Lead and B2C Support Lead and their agent teams.
• Own daily queue oversight ensuring both B2B and B2C backlogs are managed within SLA.
• Coach leads on ticket quality, SOP compliance, escalation accuracy and agent development.
• Reporting & Continuous Improvement.

Reporting & Continuous Improvement

• Own weekly QA review and recurring issue review.
• Lead monthly customer insights and SLA review.
• Drive recurring issue fixes, SOP updates and training completion.
• Report CX performance weekly to VP Operations.

Cross‑Pillar Accountability

• Ensure CX owns customer updates, complaint intake, ticket classification, CSAT and SLA communication.
• Ensure agents escalates internally – supplier escalation is owned by Purchasing, not CX.
• Coordinate with Fulfilment on failed or delayed customer‑impacting orders.
• Coordinate with Purchasing on supplier‑related customer complaints.

Minimum Qualifications

• 6–8 years experience in customer support or customer experience management, with at least 3 years in a senior leadership role (Mandatory).
• Prior experience in the gift card, digital gifting, e‑commerce or prepaid voucher industry (Mandatory).
• Proven experience managing both B2B and B2C support functions simultaneously (Mandatory).
• Advanced Zendesk proficiency, including reporting, workflows and SLA configuration (Mandatory).
• Experience building complaint governance frameworks and escalation workflows.
• Strong analytical skills, able to use ticket data to identify root causes and drive improvements.
• Experience with AI‑powered customer support tools or automation platforms (Desired).
• Excellent written communication and coaching skills (Desired).