Customer Support Manager
Remotedxb • dubai, dubai • Posted June 23, 2026
Position Overview
Responsibilities
- Lead and manage the Customer Support team, focusing on performance, KPIs, and quality
- Own the customer experience across all channels, including chat, calls, and email
- Identify operational bottlenecks and improve workflows using data-driven insights
- Collaborate closely with Tech and AI teams to automate and optimize support processes
- Handle complex escalations and ensure fast, effective resolutions
- Monitor and improve key metrics such as CSAT, response time, and resolution rates
- Train, coach, and develop team leaders and support agents
- Build scalable systems and processes to reduce dependency on individuals
- Strong leadership experience in customer support or call center management
- Data-driven mindset with the ability to make decisions based on numbers rather than opinions
- Proven experience managing large teams in fast-paced environments...