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