Head of Customer Experience - FinTech

Caliberly; Dubai; On-site; AED 300,000 - 400,000; Full time

Job summary

A fast-growing FinTech organization in Dubai is seeking a Head of Customer Services to lead the customer support division. The ideal candidate will have 8-12 years of experience in customer service leadership, preferably within FinTech or banking. They will be responsible for driving service excellence and developing customer experience strategies. Competitive compensation and a high-performance culture are offered.

Benefits

Competitive compensation

Performance-based incentives

Exposure to cutting-edge digital payment technologies

Collaborative and inclusive culture

Qualifications

• 8-12 years of experience in customer service leadership within FinTech or banking.
• Experience managing large customer support teams in a digital environment.
• Fluency in English; knowledge of Arabic or other languages is advantageous.

Responsibilities

• Define and implement customer service vision and strategy.
• Oversee day-to-day operations ensuring timely response to inquiries.
• Champion customer-centric culture across all departments.
• Recruit, train, and develop high-performing customer service teams.
• Ensure all interactions meet compliance standards.

Skills

Leadership

Customer service management

Communication

Problem-solving

Analytical thinking

Conflict resolution

Digital payments knowledge

Data-driven mindset

Education

Bachelor's degree in Business Administration or related field

Master's degree (preferred)

Tools

CRM platforms (e.g., Zendesk, Freshdesk, Salesforce)

Job description

A fast-growing FinTech organization in Dubai is seeking a Head of Customer Services to lead the customer support division. The ideal candidate will have 8-12 years of experience in customer service leadership, preferably within FinTech or banking. They will be responsible for driving service excellence and developing customer experience strategies. Competitive compensation and a high-performance culture are offered.