Customer Experience Manager - Fintech / Digital Services sector.

We are hiring a Customer Experience Manager on behalf of a fast-growing Fintech & Digital Services company in the UAE.

The business is scaling rapidly across the region and is looking for a CX leader who can elevate customer support, design seamless journeys, and build a performance-driven service culture.

This role is ideal for someone who thrives in a high-growth environment, loves improving systems and processes, and can own end-to-end customer experience.

What You’ll Do

• Lead and manage daily customer support operations across multiple channels (email, chat, social, phone)
• Build, coach, and develop a high-performing support team
• Define CX KPIs (CSAT, FRT, TTR, SLA, NPS) and drive continuous improvement
• Design customer journeys and implement scalable processes
• Collaborate with Product, Operations, and Marketing to close feedback loops
• Manage escalations and ensure high-impact resolutions
• Build internal knowledge bases and agent playbooks
• Implement QA frameworks and training programs
• Coordinate with compliance when needed (KYC, onboarding, account verification)
• Report insights, trends, and weekly performance dashboards to leadership
• Optimize tools (Zendesk, Freshdesk, Creatio, Intercom, HubSpot, etc.)

What We're Looking For

• 5+ years in Customer Support / Customer Experience
• Experience in Fintech, Digital Platforms, SaaS, E-commerce, or Online Services
• Strong understanding of CX metrics and operations
• Excellent communication skills (English required; Arabic is a plus)
• Proven experience leading teams or handling escalations
• Hands-on with support tools and automation workflows
• Ability to work in fast-paced, high-growth environments
• Problem-solver with a customer-first mindset
• Based in the UAE or able to work remotely with UAE hours
• Someone who takes ownership, not just executes tasks

What You Get

• Competitive salary + performance-based bonuses (exact range disclosed during interview)
• Work with a digital-first, innovative company serving customers across the region
• Opportunity to lead CX in a fast-growing environment
• Room to grow into regional leadership roles
• Exposure to cross-functional work with Product, Tech, and Operations teams