Head of Customer Support - Early-Stage Marketplace

Client of Uplift People Consulting; Dubai; On-site; AED 90,000 - 130,000; Full time

Job summary

Closet Crush, a UAE-based marketplace, is seeking a Customer Support Leader to own and scale the support function, ensuring fast response, quality resolution, and a trusted experience for buyers and sellers.

You will build workflows, lead day-to-day ticket flow, and align CX with operations and product. Arabic language skills and UAE experience are preferred as we shape a scalable support operation from the ground up.

Qualifications

• Customer service leadership in marketplaces or high-transaction environments.
• Experience setting up CS tooling and QA frameworks.
• Hands-on builder, able to start from zero and scale operations.
• Arabic language skills and UAE experience preferred.

Responsibilities

• Own the Customer Support Function
• Own day-to-day ticket flow across channels, hit response and resolution SLAs
• Design workflows, triage prioritisation, escalation paths and handoffs with CX and Tech
• Manage sensitive cases, disputes, lost/damaged shipments, refunds, chargebacks and payout questions
• Ensure a consistent tone of voice and customer trust across every interaction
• Build the System: macros, tagging taxonomy, decision trees and support playbooks
• Own Help Center knowledge base upkeep with the CX Lead FAQs, policies and how-to guides
• Set up the tooling baseline Zendesk, Freshdesk or similar automations and reporting
• Raise the Bar Weekly: QA programme, ticket audits, coaching loops, calibrations and agent scorecards
• Track top contact drivers and repeat contacts; push fixes into product and operations
• Build the hiring and training plan as volume scales: onboarding scripts, competency framework

Skills

Customer service leadership

CS tooling setup

Quality assurance

Multichannel support

Arabic language

Tools

Zendesk

Freshdesk

Job description

Closet Crush, a UAE-based marketplace, is seeking a Customer Support Leader to own and scale the support function, ensuring fast response, quality resolution, and a trusted experience for buyers and sellers.

You will build workflows, lead day-to-day ticket flow, and align CX with operations and product. Arabic language skills and UAE experience are preferred as we shape a scalable support operation from the ground up.