Customer Support Team Lead

About This Role

This position is posted by Jobgether on behalf of a partner company. We are currently looking for a Customer Support Team Lead in United Arab Emirates. In this role, you will lead and inspire a remote customer support team to deliver exceptional service and maintain high levels of customer satisfaction. You will oversee daily operations, ensure performance targets are met, and foster a culture of continuous improvement and accountability. Working in a fast-paced and collaborative environment, you’ll use data and feedback to optimize processes and enhance the customer experience. This position combines leadership, operational oversight, and strategic thinking, offering the opportunity to make a direct impact on customer retention and team development. It’s an ideal role for someone who is people-oriented, analytical, and passionate about delivering excellence in customer support.

Accountabilities

• Oversee the day-to-day operations of the customer support team, ensuring consistent service quality and strong customer satisfaction
• Provide guidance, mentorship, and ongoing support to team members to help them perform at their best
• Monitor team attendance and scheduling to ensure adequate coverage and operational efficiency
• Conduct regular one-on-one coaching sessions to develop skills, address challenges, and improve overall performance
• Track and evaluate agent productivity and efficiency on a daily, weekly, and monthly basis
• Analyze customer feedback, support metrics, and trends to identify improvement opportunities and implement effective solutions
• Review and approve leave requests while maintaining team balance and service continuity
• Collaborate with internal stakeholders to improve workflows, processes, and the overall customer experience
• Support additional operational and leadership tasks as needed to achieve team and business objectives

Requirements

• Proven experience in a customer support role, with prior experience in a team lead or supervisory position
• Strong leadership and people management skills, with the ability to motivate and develop remote teams
• Excellent communication skills, both written and verbal, with a customer-centric mindset
• Ability to analyze data, track performance metrics, and translate insights into actionable improvements
• Experience with customer support tools, ticketing systems, and performance monitoring platforms
• Strong organizational and time management skills, with the ability to handle multiple priorities
• Problem-solving mindset with a proactive approach to addressing challenges
• Comfortable working in a fast-paced, remote environment with evolving priorities
• High level of accountability, adaptability, and attention to detail

Benefits

• Fully remote work environment with the flexibility to work from anywhere
• Home office allowance and choice of equipment (MacBook or Windows-based workstation)
• Health and wellness budget to support your well-being
• Generous paid time off with 25+ working days of holidays
• Paid volunteering days to support community engagement and personal growth
• Access to online training and professional development resources
• Career advancement opportunities based on performance and contributions
• Annual achievement bonus linked to company success
• Exclusive access to company products
• Inclusive and collaborative work culture with regular virtual team activities
• Additional perks and recognition programs to reward your contributions

Why Apply Through Jobgether?

We use an AI-powered matching process to ensure your application is reviewed quickly, objectively, and fairly against the role's core requirements. Our system identifies the top-fitting candidates, and this shortlist is then shared directly with the hiring company. The final decision and next steps (interviews, assessments) are managed by their internal team.

We appreciate your interest and wish you the best!

Why Apply Through Jobgether?

Data Privacy Notice: By submitting your application, you acknowledge that Jobgether will process your personal data to evaluate your candidacy and share relevant information with the hiring employer. This processing is based on legitimate interest and pre-contractual measures under applicable data protection laws (including GDPR). You may exercise your rights (access, rectification, erasure, objection) at any time.

We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.