Customer Service Manager

Company: FRSHR
Location: Dubai Investment Park 1 (DIP-1), Dubai
Working Schedule: 5 days per week
Working Hours: 8:00 AM – 5:00 PM

FRSHR is looking for an experienced and highly organised Head of Customer Support to lead our customer support function and ensure a consistently high standard of customer experience.

This is a hands-on leadership position. The successful candidate will be responsible for managing the Customer Support team, monitoring performance, improving service standards, handling escalations and ensuring smooth communication between customers and our internal departments.

IMPORTANT – respond.io EXPERIENCE IS MANDATORY

Hands-on experience with respond.io is an essential requirement for this position.

Please apply only if you have personally used respond.io in a customer support or customer service environment.

Candidates without practical respond.io experience will not be considered.

Experience with other CRM or customer service platforms alone will not meet this requirement.

Key Responsibilities

• Lead and manage the day-to-day operations of the Customer Support department.
• Manage, supervise and support Customer Support team members.
• Monitor individual and team performance, productivity, response quality and achievement of customer service KPIs.
• Conduct regular coaching, feedback and performance review sessions with Customer Support team members.
• Identify performance gaps and take appropriate corrective or developmental action.
• Manage customer communications through respond.io, including WhatsApp and other connected communication channels.
• Monitor customer conversations to ensure enquiries are handled professionally, accurately and within agreed response times.
• Ensure customer enquiries are properly assigned, followed up and closed.
• Handle escalated, sensitive or complex customer complaints when required.
• Develop and maintain customer service standards, response guidelines, escalation procedures and communication templates.
• Create, manage and improve respond.io workflows, automations, conversation assignments and team processes.
• Monitor customer support dashboards, reports and conversation data through respond.io.
• Work closely with the Production Team, Operations and Marketing Department to resolve customer issues and ensure a smooth customer journey.
• Coordinate with Production and Operations regarding order status, delays, service concerns and customer complaints.
• Work with Marketing to ensure customer communication, promotions and campaigns are clearly communicated and properly supported.
• Review customer conversations regularly to maintain service quality and identify areas for improvement.
• Develop and maintain Customer Support SOPs, scripts, templates and internal procedures.
• Monitor response times, customer satisfaction, conversion rates and other relevant service KPIs.
• Prepare regular Customer Support performance reports for Management.
• Identify recurring customer issues and recommend improvements to internal processes.
• Ensure customer information, conversation history and follow-up records are accurately maintained.
• Support the team in managing high-volume periods and personally assist with customer conversations when required.
• Build a strong customer-focused culture within the team.
• Continuously improve the overall customer experience, retention and service quality.

Requirements

• Proven hands-on experience with respond.io – mandatory.
• 8–10 years of experience in Customer Support / Customer Service, preferably within the luxury goods industry, with experience in repair, restoration, after-sales service or a similar service-based environment.
• Previous experience leading, supervising or managing a Customer Support team.
• Strong understanding of WhatsApp-based customer service and omnichannel customer communication.
• Experience creating or managing workflows, automation and conversation routing within respond.io**.**
• Strong people-management and team leadership skills.
• Ability to monitor and manage team performance against KPIs.
• Excellent spoken and written English.
• Strong communication and interpersonal skills.
• Strong attention to detail and follow-up.
• Ability to handle demanding customers and difficult situations professionally.
• Strong problem-solving and decision-making skills.
• Ability to work closely with Production, Operations, Marketing and Management.
• Comfortable working with reports, customer service data and performance metrics.
• Ability to create structured processes, SOPs and customer communication standards.
• Highly organised, proactive and accountable.
• Bachelor’s degree required.Who Should Apply?

We are looking for someone who has already worked with respond.io and understands how to use the platform in a real customer support environment.

You should be comfortable managing both people and processes — leading a Customer Support team while also being hands-on with respond.io, customer conversations, workflows, reporting, escalations and service improvement.

Please Note

Do not apply if you do not have direct hands-on experience with respond.io.

Applications that do not demonstrate practical respond.io experience will not be shortlisted.

Pay: AED9,000.00 - AED12,000.00 per month

Application Question(s):

• do you have hand on experience with respond.io ?

Work Location: In person