top of page

REACTIVE SUPPORT IS OUT.

PROACTIVE EXPERIENCE IS IN.

Your mission: lead from the front, fix the lag, and elevate service into a loyalty-driving advantage.

OWN THE INBOX. LEAD THE PEOPLE. CUT THE WAIT.

Support isn’t just about solving tickets. It’s the first line of CX.
 

This role is for someone who knows how to coach teams, upgrade systems, and measure what matters.

WHAT YOU'LL BE DOING.

  • Lead a small but mighty support team (3-8 agents)

  • Audit and improve ticket handling, phone calls, and live chat flows

  • Coach staff on tone, ownership, and escalation

  • Build FAQs, macros, and helpdesk SOPs

  • Monitor ticket volumes, SLAs, and backlog trends

  • Close the feedback loop with operations and management

  • Track satisfaction scores, issue resolution time, and team performance

YOU'RE CALM UNDER PRESSURE. AND FAST UNDER FIRE.

  • 2+ years leading a CX or support team

  • Comfortable with ticketing systems (Zendesk, Gorgias, HubSpot)

  • Strong communicator with excellent escalation judgment

  • Able to balance people coaching with process performance

  • Experience in services, automotive, utilities, or hospitality is a bonus

  • Based in UAE or willing to relocate (hybrid/onsite)

WE PAY FOR SPEED, OWNERSHIP, AND TEAM WINS.

ED 14,000 – AED 18,000/month

Based on leadership experience and CX performance metrics.​​

​

Benefits:

  • Hybrid role (Dubai/Sharjah HQ)

  • Flexible working hours around service demands

  • Monthly bonus tied to resolution time & CSAT

  • Paid time off + UAE holidays

  • Onboarding support with YOURCXC frameworks

  • CX coaching and growth path into Customer Experience Manager

THIS ROLE DIRECTLY LIFTS:

  • First Response and Resolution Time

  • CSAT / NPS / Customer Sentiment

  • Support Team Quality

  • Repeat Customer Rate

  • Escalation Volume

 

You’ll be measured not by how many tickets you close, but by how well you build a system that works without you.

WANT TO JUMP THE LINE? USE THESE.

CX CULTURE
QUESTIONNAIRE

CX SKILLS
MATRIX

INTERVIEW ROI
PREP GUIDE

90 DAY SUCCESS
PLAYBOOK

THIS ROLE ISN'T ABOUT SUPPORT. IT'S ABOUT RETENTION.

We’re not for everyone. But if you want to work where CX actually matters, we’ll back you.

YOURCXC - NEW WEBSITE ICONS - TALENT FIX - CANDIDATE.png
bottom of page