Head of Customer Services (Fin Tech)

Caliberly; Dubai; On-site; AED 600,000 - 900,000; Full time

Benefits offered by this job

Competitive pay

Leadership role in CX

Exposure to cutting-edge fintech

Collaborative culture

Job summary

Caliberly in Dubai seeks an experienced Head of Customer Services to lead its customer service division for a fast-growing FinTech. You will shape the customer experience strategy and manage multi-channel support for digital payment products.

You will drive SLAs, analytics, and compliance with AML/KYC while collaborating with IT, Product, and Compliance teams to scale a high-performing team in a fast-paced environment.

Qualifications

• Bachelor's degree in a related field; masters preferred.
• Proven leadership in customer service within FinTech/payments.
• Strong knowledge of digital payments, AML/KYC and compliance.

Responsibilities

• Define and implement the customer service vision and strategy.
• Lead multi-channel support (chat, email, voice, in-app, social).
• Develop SLAs, KPIs, and drive continuous improvement.

Skills

Leadership

Strategic thinking

Customer experience

Cross-functional collaboration

Data-driven decisions

Communication

Education

Bachelor's in Business Admin/Finance

Tools

Zendesk

Salesforce Service Cloud

Freshdesk

Job description

About the job Head of Customer Services (Fin Tech)

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

• 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.
• 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.
• 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.