Customer Service Manager
Skills
About This Role
Type
Full time (office based)
About Feel
Feel is a trailblazing direct-to-consumer wellness brand on a mission to redefine how women care for their health.
Born in the UK and trusted by hundreds of thousands, we create science-backed supplements and clean beauty innovations that help women feel strong, confident, and empowered — every single day.
Fueled by customer obsession and a relentless drive for innovation, we’re now bringing our award-winning formulas to the GCC and US.
With Dubai and New York as our international hubs, we’re building a powerhouse team to lead this next chapter of global growth.
🚀 We’re already an 8-figure brand in the UK — and we’re just getting started.
Our goal?
Triple our growth in the next few years through bold international expansion, world-class marketing, and a culture of excellence.
This is your chance to be part of something extraordinary from the ground up.
If you're passionate about wellness, innovation, and building brands that truly make a difference — we want to hear from you.
The Opportunity
As the Customer Excellence Manager, you’ll own the full performance of Feel’s Customer Service function across the GCC market - driving measurable results across response quality, speed, automation, AI, and customer satisfaction.
Based in Dubai, you’ll play a key role in scaling Feel’s international operations, supporting rapid growth across the GCC while maintaining strong operational alignment with the UK business.
You’ll stay close to the day-to-day, handling Tier 2–3 escalations, analysing performance data, and building improvements that genuinely move the business forward.
This is a hands-on leadership role for someone who thrives in fast-paced, high-growth environments and can balance operational execution with strategic thinking.
You’ll report directly to the Head of Customer Service and help shape the future of customer operations globally - from team development and workflow optimisation to AI guidance, automation, and scalable support infrastructure.
About You
You own outcomes from start to finish.
You don’t wait for instructions - you spot what’s broken, fix it fast, and make sure it never slips again.
You move quickly, stay close to the detail, and hold yourself to a higher standard than anyone around you.
You know customer service inside out - from data, dashboards, and automation to tone, escalation handling, and customer sentiment.
You’re just as confident rewriting automation logic as you are resolving a complex ticket or presenting performance results to leadership.
You create structure, consistency, and measurable impact where it’s missing.
You turn insights into action, feedback into improvement, and good operations into great ones.
You’re direct, decisive, and never think any task is beneath you if it drives results.
Team Management
- Lead and support the day-to-day performance of the Dubai-based Customer Service team, creating structure, accountability, and consistently high standards across customer operations
- Provide clear reporting, performance analysis, and operational insight to leadership - confidently presenting trends, opportunities, and areas for improvement across customer experience, efficiency, and team performance
- Coach and develop the team through regular feedback, quality reviews, and performance support - helping build a highly capable customer operations function to support Feel’s continued GCC growth
- Share customer insight, operational learnings, and best practices across the wider business - contributing to stronger alignment between GCC and UK operations while helping raise standards across the full customer journey
Customer Operations & Escalation Ownership
- Work directly on customer tickets daily to stay connected to customer sentiment and identify recurring issues before they escalate
- Set and uphold the standard for quality, speed, and tone consistency across all channels
- Own Tier 2–3 customer escalations, delivering fast, precise resolutions that set the benchmark for tone and accuracy
Data, Reporting & Continuous Improvement
- Own customer service reporting across Google Sheets, Tableau, and CRM analytics - tracking CSAT, response time, contact rate, automation performance, and customer trends across the GCC region
- Use data and customer insight to identify operational inefficiencies, regional trends, and growth opportunities - turning findings into measurable improvements across customer experience and team performance
- Deliver weekly reporting, proposals, and strategic insight to leadership - supporting continued GCC expansion while helping drive operational consistency and scalable growth across the wider business
Requirements
- 3+ years’ experience as Customer Service Manager, ideally within e-commerce, subscription, or D2C environments.
- Proven success leading high-performing teams in fast-paced, tech-enabled settings.
- Strong data analysis skills - confident using Google Sheets (pivot tables, formulas), Tableau, or similar analytics tools to interpret trends and performance.
- Hands-on experience with CRM systems, automation tools, and AI-driven workflows (e.g., Gorgias, Zendesk, Intercom, or similar).
- Excellent written and verbal communication skills, with natural empathy and attention to tone.
- Demonstrated ability to reduce contact rate, improve efficiency, and scale quality customer support operations.
- Comfortable with change, ambiguity, and fast iteration - able to prioritise what matters most without losing sight of the details.
Why Join Feel?
- Competitive salary + exciting opportunities for fast-tracked career growth in a high-performance environment
- Be part of a purpose-led brand that’s redefining women’s wellness
- Work at the heart of a high-growth DTC business, expanding rapidly across the UK and GCC
- Enjoy generous product discounts for you and your family
- Collaborate with an empowering, ambitious team that values creativity, execution, and impact
Our Values – How We Work
At Feel, we don’t just hire for skills — we hire people who live and breathe our core values:
Collaboration
– We work better together
Efficiency
– We move smart and fast
Passion
– We care deeply about our mission
Continuous Improvement
– We always level up
Customer Focus
– We put the customer at the centre
If this sounds like you, you’ll feel right at home here.
Your resume, rewritten
for this exact role.
Sign up free — Base Career tailors your CV to this job description in 60 seconds.
01 / 05
Resume Tailored to This Job
Your keywords, structure, and story — rewritten to match this exact role and pass ATS filters.
Free · No card · 60 seconds
02 / 05
Cover Letter for This Role, Done
Job-specific cover letters written in Gulf professional tone — ready in seconds, not hours.
Free · No card · 60 seconds
03 / 05
See How Well You Fit This Role
AI match score with clear reasons — know your fit before investing time in the application.
Free · No card · 60 seconds
04 / 05
Apply in One Click
Autofill any application form on Workday, LinkedIn, Bayt, Greenhouse — with your tailored content.
Free · No card · 60 seconds
05 / 05
Track It. Follow Up at the Right Time.
Visual pipeline for every application with AI-timed follow-up reminders so nothing slips.
Free · No card · 60 seconds
Similar Jobs
Customer Service Executive - E-Commerce (Consumer)
Al Khayyat Investments (AKI) · Dubai
Job Purpose: We are looking for an experienced and customer-focused, bilingual Customer Service Executive (E-Commerce) with a strong background in e-commerce support. The ideal candidate should have at least 5 years of e
Skills
Officer, Customer Service
First Abu Dhabi Bank (FAB) · Abu Dhabi
Delivers exceptional customer service by providing accurate, timely, and compliant sales and service support to customers. Responsible for processing account opening, product onboarding, service requests, and after-sales
Skills
Call Centre Agent/Customer Service Representative (Arabic Speakers)
TASC Outsourcing · Dubai
Job Title – Call Centre Agent/Customer Service Representative (Arabic Speakers) Type - Outsourced Contract Duration- 6 Months Extendable -Immediate Joiners Only Work Location – Dubai * Salary – AED 5000-AED 5500 Worki
Skills
Customer Service Representative
the authors · Abu Dhabi
Customer Service Representative (Hospitality) Location: Abu Dhabi, UAE The Authors is seeking a Customer Service Representative to support guest communications and help deliver exceptional guest experiences. This role is
Skills
Customer Service Representative - Remote
PULSEMEDIA (APAC) · Abu Dhabi
We are looking for a motivated and customer-focused Customer Service Representative (Remote) to join our growing team. In this role, you will serve as the first point of contact for customers, providing professional supp
Skills
TELE SALES AGENT / CUSTOMER SERVICE
Play Wave Technologies · Dubai
The Tele Sales Agent generates sales through calls, maintains customer relationships, and requires strong communication, persuasion, and time management skills.
Skills
Sales & Customer Service Executive/Telesales Executive - FMCG
DECISION MANAGEMENT CONSULTANTS L.L.C · Dubai
Responsible for outbound sales calls, lead generation, and maintaining client relationships in HORECA, requiring telesales experience and proficiency in English.
Skills
Customer Service Representative
Fahd Al Hemeiri Holding · United Arab Emirates
Provide excellent customer service, resolve issues, maintain records, and coordinate with departments to ensure customer satisfaction with professionalism.
Skills
Customer Service Representative
Binyaber · Dubai
Handle customer inquiries, provide accurate information, resolve complaints, and maintain records while ensuring high customer satisfaction and effective communication.
Skills
2.2K+
Cover Letters & Follow-ups
1.8K+
Resumes Tailored
190.5K+
Jobs Tracked
Trusted by professionals at
Stop applying blindly.
Start getting hired.
Base Career automates the hardest parts of job searching — apply smarter, not harder.
AI Resume in 60s
Your resume rewritten for this exact role using the job description as the brief.
ATS-Optimized
Get past automated screening filters with the right keywords matched to each job.
Application Tracker
Track every job, follow-up, and interview in one visual kanban board.
Free plan · No credit card required