Customer Service Lead - Dubai
3 days ago
Job description
We are partnering with a newly established, high-potential marketplace startup in the UAE to build their founding team.
At Uplift, we work closely with our clients not only to fill roles, but to shape the core teams that will define their success.
These positions are part of the initial leadership layer, offering a rare opportunity to join at an early stage and directly influence how the business, product, and customer experience are built from the ground up.
If you enjoy fast-paced environments, high ownership, and turning ideas into reality, this could be a very exciting opportunity to be part of something early and impactful.
Own customer support performance and quality—building a scalable support operation with strong response SLAs, resolution quality, and consistent policies, tightly connected to ops and product.
1) Own Customer Support FunctionOwn day-to-day ticket flow across channels; hit response/resolution SLAs
Design workflows:
triage, prioritization, escalation paths, and handoffs with CX/Tech
Manage sensitive cases:
disputes, lost/damaged shipments, refunds/chargebacks, payout questions
Ensure consistent tone of voice and customer trust across all interactions
2) Knowledge, Policies & Tooling (Build the System)
Build macros, tagging taxonomy, decision trees, and support playbooks
Own Help Center / knowledge base upkeep with CX Lead (FAQs, policies, how-to guides)
Set up tooling baseline (Zendesk/Freshdesk etc) automations, and reporting
3) Quality & Continuous Improvement (Raise the Bar Weekly)
Establish QA program:
ticket audits, coaching loops, calibrations, agent scorecards
Track top drivers of contacts + repeat contacts; push fixes into product/ops
Build hiring/training plan as volume scales (onboarding, scripts, competency framework)
What Were Looking For
Customer service leadership experience in marketplaces / high transaction environments
Strong judgment under pressure; empathetic + process-driven
Experience setting up CS tooling and QA frameworks
Hands-on builder comfortable starting from zero and scaling
Arabic and previous experience in the UAE is preferred
Compensation
Up to AED 2K-4K/Month
High-ownership role defining support quality and trust for the platform
Own visa holder
Similar jobs
Majid Al Futtaim Global Solutions is hiring a Service Management & Continuous Service Improvement Lead to drive excellence in IT service delivery and process optimization. · ...
1 month ago
Majid Al Futtaim Global Solutions está buscando un Líder de Gestión de Servicios para impulsar la excelencia en la entrega de servicios IT y optimización de procesos. · ...
1 month ago
We are looking for a Service Design Lead to lead the design and orchestration of end-to-end service experiences. · Lead core service design activities such as journey mapping, ecosystem mapping, service blueprinting, and opportunity identification. · Facilitate workshops with sta ...
1 month ago
The IT Service Desk Lead oversees daily operational activities of the Service Desk team ensuring high-quality technical support and an exceptional end-user experience. · Lead and support Service Desk analysts providing coaching and guidance. · Oversee daily Service Desk operation ...
1 month ago
We are looking for a proactive and customer-focused Customer Experience & Operations Coordinator to manage post-sales customer support and ensure a smooth delivery experience from order confirmation to final handover. · ...
1 week ago
This is a lead service management role that oversees IT service management frameworks and processes to ensure operational continuity. · ...
1 month ago
Chalhoub Group fosters a people-at-heart culture rooted in diversity, equity, and inclusion. · To Lead, Develop & Empower the Customer Service team. · Streamlining & Improving Customer relations with the Group. · ...
3 weeks ago
We are partnering with a newly established marketplace startup in the UAE to build their founding team. · ...
6 days ago
+INSPIRE+ +EXHILARATE+ +DELIGHT+ · To Lead, Develop & Empower the Customer Service team with sole objective of Streamlining & Improving Customer relations with the Group. · ...
3 weeks ago
We are partnering with a newly established, high-potential marketplace startup in the UAE to build their founding team. · At Uplift, we work closely with our clients not only to fill roles, but to shape the core teams that will define their success. These positions are part of th ...
2 days ago
The Onboarding & Client Services Lead plays a critical role in managing the end‑to‑end onboarding process for all new hires. · This includes providing guidance on family visas, schooling, accommodation, · and other key aspects of regional relocation. The ideal candidate will · de ...
1 month ago
Are you looking for a career move that will put you at the heart of a global financial institution Then bring your skills in providing full leadership and direction to a Customer Service team that perform customer service activities. · ...
1 month ago
Deliver expert service and support for water treatment and filtration systems to help customers meet sustainability goals while protecting their critical assets. · ...
1 month ago
Deliver expert service and support for water treatment and filtration systems. · ...
1 month ago
The Team Lead-Customer Service is responsible for frontline execution people management and real-time service delivery across voice and digital support channels. This role ensures agents meet performance quality and compliance standards while maintaining queue health and customer ...
1 month ago
We are seeking a Lead Field Service Representative to deliver expert service and support for water treatment and filtration systems. You will work hands-on in the field, building trusted relationships with customers and delivering solutions that protect vital resources and improv ...
1 week ago
Nair Systems seeks a Service Design Lead for UAE operations. · Proven experience in service design. · ...
1 month ago
NairSystemsiscurrentlylookingforservice designleadforourUAEoperations. · ...
1 week ago
We are now seeking a highly experienced Technology Talent Acquisition Lead to manage our TA strategy and operations across the MEA region, · supporting diverse business portfolios and helping DXC attract world-class talent in a competitive, · rapidly evolving market. · ...
2 weeks ago
Manager - Talent Acquisition and Onboarding Service Lead - Group Services
Only for registered members
The Manager - TA and Onboarding Service Lead is accountable for the end-to-end management governance and continuous improvement of Talent Acquisition and Onboarding services ensuring consistent service delivery excellence compliance with service standards and high levels of clien ...
4 weeks ago
Nair Systems is hiring a UX/UI Service Design Lead in UAE operations. · ...
1 month ago