Customer Service Team Leader
On-siteDubai, Dubai, United Arab Emirates
Job Summary
Lead, coach, and develop a high-performing team of customer service representatives handling all customer contact via email and online enquiries through our ticketing system. Oversee resolution of customer issues raised on social media, review sites, and marketplaces, acting as the escalation point for complex cases. Monitor daily workflows, allocate workloads, and ensure service levels and quality standards are consistently achieved across all channels. Analyze ticket and feedback data to identify recurring issues and implement continuous improvement initiatives, while championing the ethical use of AI tools to enhance written communications. Provide regular performance reviews, quality monitoring, and training support, ensuring empathetic resolutions for high-impact complaints. Requires minimum 3 years in B2C ecommerce customer service with proven leadership experience.
Required Qualifications
- Minimum 3 years experience in a B2C customer service role within an ecommerce or online retail environment
- experience leading or supervising a team
- Strong leadership and coaching skills
- track record of improving team performance through clear feedback, goal setting and day to day support
- Excellent written and spoken English
- ability to adapt tone and style for tickets, social media, review platforms and marketplaces
- Proven experience working with customer service ticketing/CRM systems
- ability to use data to monitor SLAs, quality and productivity
- Experience managing or closely collaborating on customer service via social media, review sites and marketplaces
- understanding of public facing brand impact
- Strong analytical skills
- ability to interpret data from multiple sources (tickets, social channels, review sites) to identify patterns, trends and root causes
- Demonstrated experience using AI or digital tools to support written communication, research solutions or improve workflows
- high comfort learning and adopting new tools
- Solid understanding of the opportunities and limitations of automation and AI in customer service
- ability to assess where automation is appropriate and where human handling is essential
- Highly organised
- ability to manage multiple priorities in a fast paced environment
- strong attention to detail
- follow through
- Flexible, positive and collaborative attitude
- focus on continuous improvement
- delivering an outstanding customer experience
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