Position Details:

Role Overview – Keeta is hiring a Customer Service Manager for a full-time, on-site role based in Dubai, UAE. This position is ideal for experienced customer service leaders with strong team management capabilities, operational expertise, and the ability to lead customer service operations, drive service excellence, manage teams, and ensure exceptional customer experiences within a technology-driven service environment.

Customer Service Leadership and Management – You will lead customer service operations by managing customer service teams and operations, setting service vision and objectives, developing customer service strategies, establishing service standards and protocols, driving service excellence initiatives, leading operational execution, and positioning customer service as competitive advantage supporting business growth and customer satisfaction.

Team Leadership and Staff Management – You will lead teams and manage staff by recruiting, training, and developing customer service representatives and supervisors, setting team objectives and individual targets, providing coaching and mentorship, conducting performance reviews, motivating team members, managing team dynamics and morale, building high-performing customer service teams, and fostering culture of service excellence.

Operations Management and Workflow Optimization – You will manage operations and optimize workflows by overseeing daily customer service operations, managing call/ticket volumes and queues, optimizing staffing levels and schedules, implementing workforce management strategies, ensuring adequate coverage across channels, managing operational efficiency, streamlining processes and workflows, and maintaining smooth, productive customer service operations.

Customer Experience Strategy and Enhancement – You will develop customer experience strategy by defining customer journey and touchpoints, identifying experience improvement opportunities, implementing customer-centric initiatives, designing service enhancements, establishing experience standards, measuring customer satisfaction and NPS, and driving continuous improvement in customer experiences and satisfaction levels.

How to Apply:

Send your updated CV to service_customer.uae@keetainc.com.

Please highlight your Customer Service Manager or senior customer service leadership experience, the size of teams you have managed, your performance achievements and KPI results, your experience with customer service technology platforms, any technology, e-commerce, or food delivery industry background, your Dubai or UAE experience if applicable, and examples of service improvements or initiatives you have implemented. Forward to anyone in your network who may be a strong fit.

About the Company:

Keeta is seeking an experienced Customer Service Manager who brings strong leadership capabilities, customer service operations expertise, and a passion for service excellence to lead customer service teams, drive operational performance, enhance customer experiences, and ensure Keeta delivers exceptional, responsive, and customer-centric service that supports business growth and customer satisfaction in Dubai's competitive market.