Team Leader - Customer & Seller Operations

About This Role

Job title: Team Leader

Location: Dubai

Reporting to: Program Manager, Customer Support

About noon

We’re building an ecosystem of digital products and services that power everyday life across the Middle East. Fast, scalable, and deeply customer-centric. Our mission is to deliver to every door every day. We want to redefine what technology can do in this region, and we’re looking for a (add title) who can help us move even faster.

noon’s mission: Every door, every day.

What you'll do:

Team noon has some of the fastest, smartest, and hardest-working people we've encountered. With a young, aggressive, and talented team, we're driving major missions forward.

Enterprise procurement in the Middle East is a $100 billion opportunity, and most of it still runs on WhatsApp messages, PDF catalogs, and manual invoicing. Noon for Business is changing that. We're building the region's first full-stack B2B procurement platform with VAT invoicing, digital RFQs, credit lines, and team management built in. This is a ground-floor role in a business that will fundamentally reshape how companies in the UAE and KSA buy.

This is not a typical support role. In the early days, inbound volume will be limited. You'll spend a significant part of your time on outbound business customer outreach - activating new accounts, onboarding sellers, and building the operational muscle of the B2B platform from scratch.

Customer & Seller Operations

• Lead day-to-day operations across both customer and seller sides of the noon B2B platform
• Own end-to-end resolution of issues across customers, sellers, logistics, and internal teams
• Act as the escalation point for high-value or time-critical orders
• Work closely with sellers to improve performance, responsiveness, and fulfillment quality
• Ensure clear visibility and communication on orders, invoices, and operational updates

Outbound Business Customer Outreach

• Drive proactive outreach to business customers to activate accounts and drive first orders
• Follow up with sign-ups who haven't converted, understand blockers, and close the loop
• Collect structured feedback from early customers to feed back into product and operations
• Support the B2B sales team with pipeline generation through outbound calling and email campaigns

Process & Operations

• Monitor key metrics: fulfillment rates, cancellations, SLA adherence, customer satisfaction
• Identify recurring issues, drive root cause fixes, and implement process improvements
• Build and standardize SOPs and workflows across customer and seller operations
• Work with product and operations teams to design scalable solutions and improve tooling

Team Management

• Manage and develop a team handling B2B customer and seller operations
• Run daily audits on emails and chats for quality and consistency
• Conduct regular feedback sessions, track KPIs, and drive accountability
• Cross-train team members to ensure maximum flexibility and utilization

What you'll need:

• 3 to 5 years of experience in ecommerce, marketplace, or operations-heavy environments
• Strong written and verbal communication in English (Arabic is a plus)
• Working knowledge of SQL/BigQuery with ability to independently query and analyze data
• Technical aptitude and agility to learn web-based tools quickly
• Data-driven mindset with ability to translate data into actionable operational insights
• Prior experience managing teams in customer support, operations, or seller/vendor management

We're looking for ambitious individuals who want to build something from zero. This role is for people who don't wait for tickets to come in - they go find the problems and fix them. You'll thrive here if you:

• Are comfortable with ambiguity and can adapt as the business evolves week to week
• See outreach and outbound work as an opportunity, not a step down from inbound support

This is a rare chance to be part of building a new business line inside one of the Middle East's largest technology companies. If you want to look back in two years and say you built the operations playbook for a $100 billion market, this is the role.

Who will excel?

• Takes ownership beyond ticket handling and drives issues to closure
• Comfortable operating in fast-paced, high-pressure environments
• Strong coordination skills across multiple stakeholders
• Focused on reliability, consistency, and long-term process improvement
• Bias for action with a practical, problem-solving mindset