Customer Service & Quality Manager

Job Description

Job Title: Customer Service & Quality Manager

Job Description: Seeking a hands-on Customer Service & Quality Manager to lead and improve the customer support function across fintech products. The role is responsible for ensuring fast, clear, and reliable customer support, while bringing structure and discipline to how the team operates.

Responsibilities:*

• Lead and improve the customer support function across the fintech platform’s products
• Ensure fast, clear, and reliable customer support delivery across all communication channels
• Bring structure and discipline to team operations including process documentation, SLA management, and quality frameworks
• Build and maintain quality assurance processes for customer interactions — monitoring, scoring, and coaching for quality
• Develop and implement structured team workflows, escalation paths, and resolution protocols
• Set and monitor customer service KPIs including CSAT, response time, resolution rate, and team productivity
• Partner with Product and Operations teams to identify and resolve systemic customer issues
• Build, develop, and coach the customer support team on product knowledge, service standards, and quality practices

Qualifications Needed:

• Proven experience managing a customer service or support team within a fintech, payments, or digital financial services company
• Experience implementing quality assurance frameworks for customer support operations
• Strong ability to bring structure, discipline, and scalable process design to a growing support team
• Data-driven approach to customer service performance management and quality improvement
• Excellent communication, coaching, and leadership skills
• Experience with customer support platforms (Zendesk, Freshdesk, Intercom, or equivalent) preferred

What the Company Offers:

• Customer service and quality management role at a fintech company in Dubai
• Opportunity to build structure and lead quality improvement across a growing support function

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

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