Lead a team of 800 customer support staff across 3 countries, driving operational excellence and customer satisfaction. Develop and execute customer support strategies aligned with business goals. Foster a customer-centric culture and improve key performance metrics.
Key Highlights
Technical Skills Required
Benefits & Perks
Job Description
Department: Business Operations Department
Report To: Head of Business Operations
Location: Based in RAK or Dubai - UAE
Team Size: Managing CS department of 3 countries, with nearly 800 staffs (Vietnamese
language/ English is a plus NOT a must)
* Overview:
We are looking for an experienced and ambitious Regional CS Manager who will be responsible for setting the strategic direction, driving operational excellence, and fostering a customer centric culture that enhances satisfaction, retention, and loyalty.
* Key Responsibilities:
❖ Define and execute the overall customer support strategy aligned with business goals.
❖ Lead, coach, and develop a multi-site team of ~800 employees
❖ Monitor and improve key performance metrics (QA,CSAT, NPS, FCR, SLA, AHT).
❖ Implement automation, AI, and CRM tools to improve scalability and efficiency.
❖ Partner with Product, Tech, and Compliance teams to resolve complex issues and enhance customer experience.
❖ Manage departmental budgets and optimize cost-to-serve.
❖ Other tasks will be assigned by line manager
* Qualifications:
❖ 12–15+ years of experience in Customer Support / Operations, with at least 5 years in a senior leadership role.
❖ Proven success managing large teams (500+ staff) in any contact center environment
❖ Strong expertise in omnichannel customer support and support technology platforms.
❖ Strategic mindset, data-driven decision-making, and excellent communication skills.
❖ Strong mindset about customer support qualifications
* Key Metrics (KPIs):
❖ Customer Satisfaction (CSAT / NPS)/ Quality measurement (QA)
❖ First Contact Resolution (FCR)
❖ Service Level Adherence (SLA)
❖ Cost per Contact / Efficiency
❖ Employee Engagement and Retention
* Benefits:
❖ Salary: very competitive package offer (discuss further in the interview) -> upto Net $5000
❖ Allowance: housing allowance/ meal allowance/ flight ticket allowance
❖ Opportunity: clear career path progression