Customer Relations Team Lead

Location: Dubai, UAE; full-time, on-site

Company

A start-up expanding customer experience operations across the GCC.

What you will do

• Reduce customer escalation rates by tracing recurring failures such as damaged items, partner denials, and missing-item cases to their root causes.
• Govern daily performance across outsourced ticket queues through daily metrics, weekly reviews, and monthly scorecards.
• Own CSAT for the ED and CRT queues, investigate every missed target, and implement corrective actions.
• Decide complex compensation, liability, fault-attribution, damaged-item, missing-item, and DED escalation cases.
• Improve consistent decision-making at team-lead level and reduce unnecessary escalations to the Director.
• Provide hands-on queue coverage during peak periods and backlog spikes.

Requirements

• 4–6 years of experience in escalations, complaints, or customer resolution, including at least 2 years leading a team.
• Demonstrated improvement in escalation rate or CSAT through a performance cadence, root-cause framework, or vendor governance program.
• Experience managing a BPO or outsourced team, or working inside one at team-lead level.
• Experience deciding compensation and liability cases involving damaged goods, lost items, and disputed fault.
• Data fluency, including advanced Excel or Google Sheets and experience with ticketing platforms such as Freshdesk.
• Clear written communication for documenting case outcomes, fault attribution, and findings.

Culture & Benefits

• Work across 22 outsourced agents, two in-house lines of business, and hundreds of customer escalations each month.
• Exposure to BD, Operations, and Product leadership with mentorship from the Customer Relations Supervisor.
• Transparent performance measurement based on escalation rate and CSAT.
• Birthday day off, free service credits, referral bonuses, and team experiences.

Hiring process

• Structured interviews assessing technical expertise and analytical thinking.
• Work-sample exercise reflecting the role's actual responsibilities.