Online Customer Service Manager-E-commerce & Omni-Channel

Confidential Company; Dubai; On-site; AED 350,000 - 550,000; Full time

Job summary

Confidential Company in Dubai seeks an experienced Head of Digital Customer Service to lead a high-performing team across chat, email, social, and self-service channels, driving advocacy and continuous improvement.

You will develop and implement innovative customer service strategies, analyze interactions to identify trends, and manage the CRM and omnichannel tech stack to ensure seamless operations. UAE experience preferred.

Qualifications

• Bachelor's degree in Business Administration, Marketing, Communications, or a related field.
• 5-8+ years of experience in Customer Service, Customer Experience or Contact Centre management.
• Minimum 2-3 years of team management experience, preferably 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

Team leadership

Strategy development

Multichannel support

Data analysis

CRM management

Education

Bachelor's degree

Master's degree (preferred)

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.