Head of Customer Services

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

Job Title - Head of Customer Services (Fin Tech)

About the Role

We are seeking an experienced and customer-focused leader to head the Customer Service division for a fast-growing FinTech organisation. The Head of Customer Service will be responsible for developing and executing customer experience strategies leading multi-channel support operations and driving service excellence across digital payment products and platforms.

This role requires a strategic thinker who can balance operational efficiency with a deep commitment to customer satisfaction and regulatory compliance within the financial technology ecosystem.

Key Responsibilities

Leadership & Strategy:

Define and implement the overall customer service vision mission and strategy aligned with business goals.

Build and scale customer support operations across multiple channels (chat email voice in-app social).

Develop KPIs and service-level standards (SLAs) to measure and continuously improve team performance.

Operational Management:

Oversee day-to-day operations of customer support teams ensuring timely and accurate responses to inquiries complaints and service requests.

Implement technology-driven tools such as CRM chatbots and ticketing systems to enhance efficiency.

Collaborate with IT Product and Compliance teams to resolve systemic issues impacting the customer experience.

Customer Experience:

Champion customer-centric culture across all departments; ensure user feedback is systematically captured analysed and acted upon.

Design and monitor customer journeys identify pain points and drive continuous process improvements.

Manage critical customer escalations and ensure root-cause resolution.

People & Performance:

Recruit train and develop a high-performing customer service team.

Provide leadership mentorship and coaching to supervisors and agents.

Establish reward and recognition programs to boost engagement and retention.

Compliance & Quality:

Ensure all customer interactions meet compliance standards (e.g. data protection AML/KYC obligations regulatory communication).

Maintain accurate records of complaints and resolutions for audit and regulatory review.

Regularly audit service quality to ensure consistency and compliance with FinTech best practices.

Collaboration & Reporting:

Work closely with Product Technology Risk and Operations teams to improve processes and user experience.

Prepare regular performance and trend reports for senior management with actionable recommendations.

Qualifications & Experience

Bachelors degree in Business Administration Finance or a related field (Masters preferred).

Minimum 812 years experience in customer service leadership within FinTech payments banking or financial services industries.

Proven experience managing large customer support teams and scaling operations in a digital-first environment.

Strong knowledge of digital payments e-wallets transaction disputes chargebacks and KYC processes.

Excellent communication leadership and problem-solving skills.

Experience with CRM and ticketing platforms such as Zendesk Freshdesk or Salesforce Service Cloud.

Data-driven mindset with proficiency in performance analytics and dashboarding.

Fluency in English; Arabic or other languages are an advantage.

Key Competencies & Behaviours

Strategic and analytical thinker with a passion for customer advocacy.

Empathetic and service-oriented with strong conflict resolution abilities.

Technologically savvy with understanding of digital user journeys and FinTech operations.

Collaborative and persuasive communicator across teams and leadership levels.

Resilient and adaptable capable of leading teams in a fast-paced high-growth environment.

What We Offer

Competitive compensation and performance-based incentives.

Opportunity to lead the customer experience strategy for a dynamic and innovative FinTech company.

Exposure to cutting-edge digital payment technologies and global best practices.

Collaborative inclusive and high-performance culture.