Onboarding / Client Support Supervisor

Nathan & Nathan Human Resources; Dubai; On-site; AED 120,000 - 200,000; Full time

Job summary

A Human Resources Firm in Dubai is seeking an experienced Client Support Team Lead to manage key client relationships. This role focuses on client/property owner support, supervising communication agents, and ensuring service excellence. Candidates should have proven experience in client management and team leadership, alongside strong communication skills. Working hours include a shift-based schedule of 48 hours per week, with 5 working days and potential flexibility for a 6th day.

Qualifications

• Proven experience in client support or key account management.
• Strong background in managing and nurturing client relationships.
• Demonstrated experience in team leadership.
• Excellent communication and problem-solving skills.

Responsibilities

• Serve as the main point of contact for assigned clients.
• Build and maintain strong, long-term client relationships.
• Handle and resolve client escalations promptly.
• Supervise, train, and motivate a team of agents.
• Ensure adherence to brand standards and service quality.

Skills

Client support

Client management

Team leadership

Communication skills

Organizational skills

Problem-solving skills

Job description

Client Support Team Lead / Client Relations Manager

Role Overview
We are seeking an experienced Client Support Team Lead to manage and support key client relationships, with a primary focus on client/property owner support rather than end-customer support. This role involves leading a team of communication or guest relations agents, ensuring service excellence, operational efficiency, and adherence to brand standards.

Key Responsibilities

• Serve as the main point of contact for assigned clients
• Build and maintain strong, long-term client relationships
• Handle and resolve client escalations in a professional and timely manner
• Supervise, train, coach, and motivate a team of communication or guest relations agents
• Ensure team adherence to brand tone, service standards, and operational workflows
• Monitor individual and team performance to ensure consistent high-quality output
• Manage task allocation, workload distribution, and daily workflows
• Identify performance gaps and implement process improvements
• Ensure accuracy, attention to detail, and compliance with internal standards

Qualifications & Experience

• Proven experience in client support, client management, or key account management
• Strong background in managing and nurturing client relationships
• Demonstrated experience in team leadership and supervision
• Ability to manage workflows, KPIs, and service performance
• Excellent communication, organization, and problem-solving skills>
• High attention to detail and commitment to service quality

Additional Requirements

• Arabic language skills preferred but not required
• Ability to work in <>shift-based schedules

Working Hours

• Shift-based role
• 48 hours per week
• 5 working days, with flexibility to work a 6th day when required