Customer Relations Team Lead

Lead the Customer Relations team in Dubai, ensuring swift and fair resolution of escalated customer issues. Own the queue, drive root‑cause analysis, and collaborate with BPO partners, operations, and product teams to reduce escalation rates and improve CSAT scores.

• Drive SM escalation rate down by identifying and fixing upstream queue failures. • Govern daily performance of BPO partners, running performance cadences and holding vendors to standards. • Own CSAT for ED and CRT, diagnosing and addressing root causes of satisfaction dips. • Decide on complex cases involving compensation, liability, and fault attribution. • Restore consistent decision‑making at the team‑lead level, reducing escalations to directors. • Cover ED or CRT queues during peaks and backlog spikes, ensuring hands‑on support.

• 4–6 years in escalations, complaints or customer resolution, with 2+ years leading a team. • Experience managing a BPO or outsourced team at team‑lead level. • Proven ability to reduce escalation rates or improve CSAT through performance cadences and root‑cause frameworks. • Data‑fluent: advanced Excel/Google Sheets, ticketing platforms (e.g., Freshdesk), and judgment on AI outputs. • Clear written communication of case outcomes and fault attributions. • Ability to make decisive decisions on compensation and liability cases. • Comfortable with weekend rotation and peak queue coverage.

• Birthday day off (JustHoliday) • Free Justlife credits • Referral bonuses • Team experiences • Mentorship from Customer Relations Supervisor and exposure to BD, Operations and Product leadership