Customer Experience Manager - Fintech / Digital Services sector.

We are hiring a Customer Experience Manager on behalf of a fast-growing Fintech & Digital Services company in the UAE.
The business is scaling rapidly across the region and is looking for a CX leader who can elevate customer support, design seamless journeys, and build a performance-driven service culture.

This role is ideal for someone who thrives in a high-growth environment, loves improving systems and processes, and can own end-to-end customer experience.

What You’ll Do

• Lead and manage daily customer support operations across multiple channels (email, chat, social, phone)

• Build, coach, and develop a high-performing support team

• Define CX KPIs (CSAT, FRT, TTR, SLA, NPS) and drive continuous improvement

• Design customer journeys and implement scalable processes

• Collaborate with Product, Operations, and Marketing to close feedback loops

• Manage escalations and ensure high-impact resolutions

• Build internal knowledge bases and agent playbooks

• Implement QA frameworks and training programs

• Coordinate with compliance when needed (KYC, onboarding, account verification)

• Report insights, trends, and weekly performance dashboards to leadership

• Optimize tools (Zendesk, Freshdesk, Creatio, Intercom, HubSpot, etc.)

What We're Looking For

• 5+ years in Customer Support / Customer Experience

• Experience in Fintech, Digital Platforms, SaaS, E-commerce, or Online Services

• Strong understanding of CX metrics and operations

• Excellent communication skills (English required; Arabic is a plus)

• Proven experience leading teams or handling escalations

• Hands-on with support tools and automation workflows

• Ability to work in fast-paced, high-growth environments

• Problem-solver with a customer-first mindset

• Based in the UAE or able to work remotely with UAE hours

• Someone who takes ownership, not just executes tasks

What You Get

• Competitive salary + performance-based bonuses (exact range disclosed during interview)

• Work with a digital-first, innovative company serving customers across the region

• Opportunity to lead CX in a fast-growing environment

• Room to grow into regional leadership roles

• Exposure to cross-functional work with Product, Tech, and Operations teams

The employer sponsors a work visa for this role.