Overview
Customer Service Manager at Caliberly — Dubai, United Arab Emirates. Job Title: Customer Service Manager Job Summary: We are seeking a highly motivated Customer Service Manager to lead our customer support operations in the payment / fintech domain. The role involves managing a multi-channel support team, ensuring excellent service quality, resolving escalations, collaborating with product and operations to improve customer experience, and maintaining KPIs and SLAs. Key Responsibilities Lead, coach, and manage a customer service team across channels (email, chat, phone, social media), ensuring fast, accurate, and empathetic responses.
Full job description
Job Title: Customer Service Manager
Job Summary:
We are seeking a highly motivated Customer Service Manager to lead our customer support operations in the payment / fintech domain. The role involves managing a multi-channel support team, ensuring excellent service quality, resolving escalations, collaborating with product and operations to improve customer experience, and maintaining KPIs and SLAs.
Key Responsibilities
Lead, coach, and manage a customer service team across channels (email, chat, phone, social media), ensuring fast, accurate, and empathetic responses.
Define and monitor KPIs/SLA targets (e.g. First Response Time, Resolution Time, Customer Satisfaction / NPS, Churn related support metrics).
Handle escalated customer issues and high‐priority cases, working across internal teams (Tech, Product, Compliance) to resolve root causes.
Develop and maintain processes, scripts, knowledge base, and workflows to ensure consistency, quality, and efficiency in customer interactions.
Collaborate with product, operations, fraud, compliance, and engineering teams to feed customer feedback, suggest improvements, and influence roadmaps.
Ensure compliance and security in customer communications (e.g. handling of sensitive data, fraud prevention etc.).
Implement training programs for new hires and ongoing coaching for the team to upskill on product knowledge, soft skills, tools.
Manage staffing, scheduling, and resource allocation to meet demand and business growth.
Use customer support tools / CRM systems / ticketing systems to track performance, generate reports, and derive insights.
Identify trends in customer feedback / complaints, generate actionable reports, propose improvements to reduce issues, improve UX.
Escalation management: setting up escalation paths, ensuring SLAs met for escalations, and maintaining calm with high pressure situations.
Qualifications & Skills
Bachelors degree in Business, Communications, or related field (or equivalent experience).
5+ years of experience in customer service / customer support roles, preferably in fintech, payments, banking, or digital services. At least 1-2 years in a lead or supervisory role.
Strong understanding of payments / financial services is a plus (how payment flows work, common issues customers face, fraud / risk / dispute processes).
Excellent communication skills (written & verbal), empathy, problem-solving, and conflict resolution.
Experience with CRM / ticketing tools (Zendesk, Freshdesk, Salesforce Service Cloud, etc.), tracking metrics, dashboards.
Good data literacy: ability to read reports, track KPIs, use data to make process improvements.
Ability to manage teams, plan shifts / staffing, forecast workload.
Familiarity with regulatory & compliance aspects relevant to customer support (data protection, AML, etc.).
Calm under pressure; ability to handle escalations.
Multilingual skills a plus depending on customer base.
What We Offer
Competitive salary & benefits.
Opportunity to work in a fast-growing payments / fintech environment.
Potential for career growth into operations, product, or CX leadership roles.
Work with modern customer support tools, analytics, feedback loops.
Apply now!
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