Head of Customer Experience & Support

Prypco

Dubai

On-site

AED 250,000 - 350,000

Full time

14 days+

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Job summary

Prypco is seeking a Customer Experience & Support Manager to lead our customer support and own customer experience across all business units in Dubai. You will manage a hands-on team, drive process improvements, and partner with Product, Finance, Operations and BU leads to fix root causes behind feedback while improving sentiment across platforms.

The role blends leadership with data-driven decision making, ownership of reviews, and implementing AI-powered review monitoring and automation to

Qualifications

6+ years in customer support, CX, or operations leadership.
Directly managed a customer support team and cross-functional collaboration.
Exposure to reputation management and public review platforms.
Experience in a fast-growing startup or scale-up is preferred.
Fluent in English; Arabic is an advantage for UAE customers.

Responsibilities

Directly manage and develop PRYPCO's Customer Support Representatives setting SLAs and quality standards.
Own customer experience across every business unit and manage public ratings and reviews.
Investigate root causes of recurring complaints and design long-term solutions.
Collaborate with Product, Finance, Operations and BU leads to prioritise fixes and close the loop with customers.
Use data to prioritise issues and enhance sentiment analysis and support automation.