Job Description

Job Title: Customer Service & Quality Manager – Fintech

Job Description: As a Customer Service and Quality Manager leading and improving the customer support function across fintech products, you will be responsible for building a high-performance customer service team — driving quality, consistency, and regulatory compliance across a growing fintech platform’s UAE customer operations. You will implement quality management frameworks and service excellence standards appropriate for a regulated fintech environment.

Responsibilities:

• Lead and improve the customer support function across fintech products for a growing Abu Dhabi-based fintech
• Build a high-performance customer service team — setting quality standards, coaching, and driving service excellence
• Implement quality management frameworks and service standards appropriate for a regulated fintech environment
• Monitor customer service KPIs — CSAT, resolution time, quality scores, and compliance metrics
• Develop and maintain customer service policies, procedures, and escalation frameworks
• Partner with Product, Compliance, and Technology teams on customer-impacting product decisions
• Drive customer service process improvements through quality management methodology and data-driven insights
• Produce customer service quality reporting and strategic recommendations for senior leadership

Qualifications Needed:

• Proven Customer Service Manager or Quality Manager experience within a fintech or regulated financial services company
• Track record building and leading high-performing customer service teams with quality management expertise
• Strong understanding of UAE fintech customer service regulatory standards and quality management frameworks
• Excellent leadership, process design, and cross-functional stakeholder management skills
• Arabic language skills preferred for Abu Dhabi customer service team management
• Abu Dhabi-based or willing to relocate for this role

What the Company Offers:

• Customer Service and Quality Manager Fintech role at a growing fintech company in Abu Dhabi
• Customer support function leadership mandate across fintech products with quality management and regulatory compliance scope

Are you interested in this position? Apply by clicking on the “Apply Now” button below!

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