Team Lead Non-Voice Customer Support (Chat Process) - Arabic Speaker

Overview

This role is for a Team Lead in non-voice customer support, focused on chat-based service delivery. The position is based in Dubai and is offered as a 12-month contract within the retail sector. The compensation is AED 12,000, and candidates who can join immediately or within 30 days are preferred.

What you will do

• Supervise, guide, and keep a customer support team engaged while they manage chat interactions.
• Track team output against key performance indicators including CSAT, productivity, quality, average handling time (AHT), and SLA compliance.
• Run regular coaching, feedback, and review sessions to strengthen individual and team performance.
• Make sure customer questions are resolved quickly without compromising service quality.
• Take ownership of escalated customer cases and work toward practical resolutions.
• Review chat interactions for quality and ensure work is aligned with company policies and operating procedures.
• Compile and circulate daily, weekly, and monthly performance updates.
• Plan schedules, attendance, and leave so staffing levels remain adequate.
• Identify skill gaps, support training efforts, and help onboard new joiners.
• Look for ways to improve processes and enhance both customer experience and operational efficiency.
• Work closely with other teams to resolve customer problems and process-related issues.
• Maintain compliance with company policy, data protection practices, and other required standards.

Requirements

• Fluency in Arabic is essential, along with strong English communication skills.
• Applicants should have 3 to 6 years of experience in non-voice customer support or chat operations, including at least 2 years in a team leadership role.
• Demonstrated ability to lead, coach, and mentor support teams is required.
• Strong written communication and typing ability in both Arabic and English is important.
• Hands-on experience managing metrics such as CSAT, SLA, quality, productivity, and AHT is needed.
• Comfort with MS Office, CRM platforms, and customer support systems is expected.
• Good problem-solving, decision-making, and conflict-resolution skills are necessary.
• The role may require work in rotational shifts.
• Immediate availability is preferred.

Additional Details

This is a retail-industry opportunity for a candidate who can lead a chat support operation, manage day-to-day performance, and keep service standards high. The contract duration is 12 months, and the expected notice period is immediate to 30 days.