Customer Service Manager

Role Overview

The Customer Service Manager will oversee the daily health and performance of customer support operations within a busy fintech setting. This is a practical, metrics-led leadership position that requires someone who is comfortable working closely with frontline teams, analysing service data, and turning findings into immediate operational improvements. The role will focus on maintaining service stability across voice and digital support channels, improving customer outcomes, and ensuring work is delivered in line with internal standards and regulatory expectations.

Key Responsibilities

• Review service performance indicators such as SLA, FCR, CSAT, NPS, AHT, backlog, abandonment, and repeat contact trends, and use the results to guide action.
• Spot patterns behind performance changes and convert those insights into practical operational steps.
• Conduct root cause analysis for recurring issues, including remittance status enquiries, escalations, and repeated customer contacts.
• Build and share Voice of Customer insights that surface recurring customer concerns and areas for improvement.
• Prepare structured, insight-based updates for the Head of Customer Service and other senior stakeholders.
• Run day-to-day support operations across phone, tickets, email, and in-app channels.
• Keep call centre queues healthy and responsive, especially in high-volume periods.
• Track ticket ageing, backlog levels, and abandonment, and intervene when service levels start to slip.
• Coordinate escalations with internal functions and external partners to resolve issues efficiently.
• Take part in daily stand-ups to review priorities, risks, and performance updates.
• Monitor demand against available staffing across channels and products.
• Highlight short- and medium-term resourcing gaps and support workforce planning discussions.
• Track agent productivity, utilisation, and adherence to support schedules.
• Use performance data to support SLA and KPI conversations with outsourced partners.
• Ensure the CRM is used accurately and consistently for logging, categorising, updating, routing, and escalation handling.
• Maintain strong data quality so reports and analysis remain reliable.
• Identify workflow issues, process gaps, and system inefficiencies through day-to-day operational exposure.
• Coach agents and team leads directly, providing live guidance and support where needed.
• Reinforce service standards, communication quality, and escalation procedures.
• Serve as the first escalation point for complex or sensitive customer cases.
• Promote ownership, ongoing improvement, and a strong customer-first culture.

Requirements

• Solid experience managing large-scale call centre and digital support teams, preferably in fintech, banking, or financial services.
• Strong analytical ability with confidence in interpreting operational data and using it to drive change.
• Practical hands-on experience with CRM platforms, including ticketing, routing, and reporting.
• Background in root cause analysis and Voice of Customer work that has supported service or process improvement.
• Effective stakeholder management skills and experience working with Product, Tech, Risk, and outsourced service partners.
• Ability to work well in a fast-moving, regulated environment.
• Experience partnering with outsourced BPO providers is preferred.
• Exposure to fintech offerings such as payments, wallets, lending, or merchant services is preferred.
• Awareness of regulatory and compliance requirements that affect customer service operations.

Success Measures

• Better SLA, FCR, CSAT, and abandonment outcomes.
• Lower backlog volumes and fewer aged tickets.
• Clear RCA and VoC findings that lead to operational improvements.
• More stable and predictable daily service delivery.
• Higher agent productivity and more consistent execution.

Additional Information

This position is based in Dubai, United Arab Emirates, and is a full-time onsite role.