Customer Service & Quality Manager – Fintech

About This Role

Role Overview

We are looking for a hands-on Customer Service & Quality Manager to lead and improve our customer support function across our fintech products.

This role is responsible for ensuring fast, clear, and reliable customer support, while bringing structure and discipline to how the team operates. You will manage day-to-day performance, improve customer experience, and ensure the team is working efficiently and consistently.

Key ResponsibilitiesCustomer Service & Experience

• Ensure high-quality support across all channels (calls, chat, WhatsApp, email)
• Improve response times, resolution quality, and customer satisfaction
• Identify recurring issues and improve the customer journey

Team Leadership & Performance

• Manage and develop Customer Service and Quality teams
• Set clear KPIs and ensure accountability across the team
• Conduct regular performance reviews and coaching
• Ensure the team is well-organised, responsive, and fully utilised

Campaign & Customer Engagement

• Oversee execution of onboarding, retention, and conversion campaigns
• Ensure leads are followed up quickly and consistently
• Improve how the team communicates product value to customers

Operations & SLA Management

• Manage daily workload, queues, and backlog
• Ensure SLAs for response and resolution are met
• Align team capacity with business and campaign needs
• Improve efficiency and remove unnecessary tasks

Quality & Compliance

• Maintain quality standards and review customer interactions
• Ensure adherence to KYC, AML, and internal processes
• Identify risks and escalate issues where needed

Reporting & Process Improvement

• Own daily and weekly performance reporting
• Provide clear visibility on team output and customer trends
• Maintain and improve SOPs and workflows

Requirements

• 5+ years in customer service or support operations
• Experience managing teams in a fast-paced environment
• Fintech, payments, or similar experience preferred
• Strong communication and organisational skills
• Ability to take ownership and drive improvements

What Success Looks Like

• Faster response and resolution times
• Strong team performance and utilisation
• Clear, consistent reporting
• Improved customer experience and fewer escalations

Pay: AED6,000.00 - AED10,000.00 per month

Work Location: In person