Online Customer Service Manager-Digital & E-commerce

Confidential Company; Dubai; On-site; AED 120,000 - 180,000; Full time

Job summary

Confidential Company in Dubai is seeking a senior customer service leader to drive a high-performing digital team across chat, email, social, and self-service, delivering exceptional experiences and measurable improvements.

You will analyze interactions and optimize processes while managing the CRM, helpdesk, and AI-powered tools to ensure seamless operations and strong cross-channel performance. UAE experience is preferred.

Qualifications

• Bachelor's degree in a related field is required; Master's degree is a plus.
• 5-8+ years of experience in Customer Service, Customer Experience or Contact Centre management.
• Minimum 2-3 years of team management experience, preferably managing 8-15+ agents.
• Experience handling B2B and B2C customers across multiple channels.
• Strong experience with WhatsApp, social media, email, phone and e-commerce customer service.
• Experience in Hospitality, Catering, Events, Food & Beverage, Gifting, Retail or E-commerce is preferred.
• Strong knowledge of customer service KPIs, SLA, response time and resolution management.
• Hands-on experience with CRM, ticketing or omnichannel platforms such as Respond.io, Zoho Desk or similar.
• Strong complaint-handling, problem-solving and escalation-management skills.
• Data-driven with the ability to analyse customer service performance and identify improvement areas.
• Excellent English communication skills, both written and verbal.
• Strong leadership, coaching and team-management skills.
• UAE experience is preferred.

Responsibilities

• Lead and mentor a high-performing digital customer service team, fostering a culture of exceptional customer advocacy and continuous improvement.
• Develop and implement innovative customer service strategies across all digital channels (chat, email, social media, self-service) to enhance customer satisfaction and loyalty.
• Analyze customer interaction data and feedback to identify trends, pain points, and opportunities for service optimization and product enhancement.
• Manage the customer service technology stack, including CRM, helpdesk software, and AI-powered tools, ensuring seamless integration and efficient operation.

Skills

Leadership

Team management

CRM

Omnichannel support

Data analysis

Customer service excellence

Communication

Education

Bachelor's degree in Business Administration, Marketing, Communications

Tools

Respond.io

Zoho Desk

Job description

• Lead and mentor a high-performing digital customer service team, fostering a culture of exceptional customer advocacy and continuous improvement.
• Develop and implement innovative customer service strategies across all digital channels (chat, email, social media, self-service) to enhance customer satisfaction and loyalty.
• Analyze customer interaction data and feedback to identify trends, pain points, and opportunities for service optimization and product enhancement.
• Manage the customer service technology stack, including CRM, helpdesk software, and AI-powered tools, ensuring seamless integration and efficient operation.

Desired Candidate Profile

• Bachelor's degree in Business Administration, Marketing, Communications, or a related field; Master's degree is a plus.
• 5-8+ years of experience in Customer Service, Customer Experience or Contact Centre management.
• Minimum 2-3 years of team management experience, preferably managing 8-15+ agents.
• Experience handling B2B and B2C customers across multiple channels.
• Strong experience with WhatsApp, social media, email, phone and e-commerce customer service.
• Experience in Hospitality, Catering, Events, Food & Beverage, Gifting, Retail or E-commerce is preferred.
• Strong knowledge of customer service KPIs, SLA, response time and resolution management.
• Hands-on experience with CRM, ticketing or omnichannel platforms such as Respond io, Zoho Desk or similar.
• Strong complaint-handling, problem-solving and escalation-management skills.
• Data-driven with the ability to analyse customer service performance and identify improvement areas.
• Excellent English communication skills, both written and verbal.
• Strong leadership, coaching and team-management skills.
• UAE experience is preferred.