Head of Customer Experience - FinTech

Caliberly; Dubai; On-site; AED 440,690 - 661,035; Full time

Job summary

Caliberly in Dubai seeks a Head of Customer Services to lead the CX strategy for a fast-growing FinTech company. You will oversee multi-channel support across chat, email, voice, in-app and social, driving service excellence and regulatory compliance.

This role requires strategic leadership, a track record of scaling digital support teams, and deep knowledge of payments, KYC and AML processes. You will collaborate with Product IT and Compliance to improve processes and mentor a high-performing

Qualifications

• Bachelor's degree in Business Administration, Finance, or related field; Masters preferred.
• 8+ years leading customer service in FinTech, payments, banking, or financial services.
• Proven experience scaling digital customer support teams and operations.
• Strong knowledge of digital payments, e-wallets, disputes, KYC.
• Excellent communication leadership and problem-solving skills.
• Experience with CRM and ticketing platforms (Zendesk, Freshdesk, Salesforce).
• Data-driven mindset with proficiency in analytics and dashboards.

Responsibilities

• Define and implement the customer service vision and strategy aligned with business goals.
• Scale multi-channel support operations (chat, email, voice, in-app, social).
• Develop KPIs and SLAs; monitor and improve team performance.
• Oversee day-to-day support operations; ensure timely responses and quality resolutions.
• Implement CRM, chatbots, and ticketing tools to improve efficiency.
• Collaborate with IT, Product and Compliance to resolve root causes.
• Champion a customer-centric culture and drive continuous journey improvements.
• Lead, coach, and develop supervisors and agents; establish recognition programs.
• Ensure all interactions meet compliance standards (data protection, AML/KYC).
• Prepare performance and trend reports for senior management.

Skills

Leadership

Strategic thinking

Customer service

FinTech domain knowledge

Arabic language

Education

Bachelor's degree in Business Administration/Finance

Tools

Zendesk

Freshdesk

Salesforce Service Cloud

Job description

Caliberly in Dubai seeks a Head of Customer Services to lead the CX strategy for a fast-growing FinTech company. You will oversee multi-channel support across chat, email, voice, in-app and social, driving service excellence and regulatory compliance.

This role requires strategic leadership, a track record of scaling digital support teams, and deep knowledge of payments, KYC and AML processes. You will collaborate with Product IT and Compliance to improve processes and mentor a high-performing