Customer Care Manager (Fintech)

Location: Cairo, Egypt; onsite at the Cairo site

Company

hirify.global is a Saudi fintech platform serving customers and businesses across Saudi Arabia, the UAE, Kuwait, and the wider GCC region.

What you will do

• Lead the UAE customer care operation through Team Leaders and oversee daily operational performance.
• Own department KPIs, including service level agreements, average handling time, and customer satisfaction.
• Analyze raw contact-center, customer survey, and performance data to identify gaps and create improvement plans.
• Adjust team coaching, staffing, queues, and workflows to improve operational effectiveness.
• Resolve complex or sensitive UAE customer grievances as the ultimate escalation point.
• Partner with Quality Assurance and Training teams on onboarding, continuous coaching, and upskilling.

Requirements

• Experience leading managers and Team Leaders in a high-volume, fast-paced, multichannel customer care or contact-center operation.
• Hands-on knowledge of customer care tools, workflows, operational data, CRM, telephony, and channel platforms.
• Advanced experience with CRM tools such as Zendesk or Salesforce and data visualization tools for tracking metrics.
• Ability to interpret raw contact-center analytics and survey data and convert findings into actionable performance improvements.
• Data-driven and emotionally intelligent leadership, with strong attention to detail and project management skills.
• Ability to maintain team morale while managing critical structural changes and executing quickly.

Culture & Benefits

• Build a motivated, high-retention customer care culture through transparent performance management, coaching, and regular feedback.
• Develop Team Leaders through structured performance reviews and leadership coaching.
• Lead recruitment activities to build a strong customer care talent pool.
• Work within a fast-paced, high-volume, multichannel customer care operation.