Customer Experience Lead
DROPXCEL FINANCIAL ADVISORY LLP · Dubai
On-site · DubaiFull TimeSeniorCustomer Service
Posted 1 day ago1d agoApply link checked 16 hours ago
Why we think you can apply
- Employer country
- United Arab Emirates · Dubai
- Hiring model
- UAE-based role · the employer hires in the UAE
- Work from
- Dubai · on-site
- Time-zone overlap
- Gulf Standard Time · none needed
Posted 1 day ago · apply link checked 16 hours ago
About the role
Responsibilities
- Own the complete lifecycle of customer escalations and ensure timely resolution
- Monitor customer feedback, NPS, and QA reports to identify service gaps
- Conduct structured Root Cause Analysis (RCA) using methodologies like 5 Whys or Fishbone Analysis
- Design and maintain Standard Operating Procedures (SOPs) and workflow documentation
- Establish quality standards and conduct QA reviews for Call Center and Pre-Sales teams
- Lead initiatives to improve customer satisfaction and Net Promoter Score (NPS)
Requirements
- Bachelor's degree in Business Administration, Operations, Customer Experience, or a related discipline
- 5+ years of experience in Customer Experience, Customer Success, Operations, or Process Improvement
- Demonstrated experience managing high-volume customer operations
- Proven success in reducing recurring customer issues through process redesign
About the Company
Finanshels is a Finance-as-a-Service company serving over 7,000 SMEs across the UAE.
What we look for
- Bachelor's degree in Business Administration or related field
- Experience managing high-volume customer operations
- Proven success in implementing process improvements
- Experience leading customer support or call center operations
Quality AssuranceRoot Cause AnalysisSOP
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DROPXCEL FINANCIAL ADVISORY LLPDubai
SponsorWake up to a shortlist, not a search results page.
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