Customer Experience & Support Manager

PRYPCO
Dubai
Workplace: OnsiteFull timeFunction: Customer Success & Account ManagementExperience: 6+ yearsSkills: ["Customer obsession","Analytical thinking","Stakeholder management","Prioritization","Cross-functional collaboration"]

Lead PRYPCO’s Customer Experience & Support team with a hands-on mandate: deliver excellent day-to-day customer support and own how PRYPCO is represented in public ratings and reviews across products. Manage and grow support representatives, build scalable processes and escalation paths, investigate root causes behind recurring complaints, and partner with Product, Finance, Operations, and BU leads to prioritize fixes. Use data and AI for sentiment analysis, review monitoring, and support automation.

Loading

Loading job details...

Preparing the role view and application actions.

FursaFursa
PRYPCO
PRYPCO
1 day ago

Customer Experience & Support Manager

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI
Last checked: 36 minutes agoStatus: Live

Job Summary

Lead PRYPCO’s Customer Experience & Support team with a hands-on mandate: deliver excellent day-to-day customer support and own how PRYPCO is represented in public ratings and reviews across products. Manage and grow support representatives, build scalable processes and escalation paths, investigate root causes behind recurring complaints, and partner with Product, Finance, Operations, and BU leads to prioritize fixes. Use data and AI for sentiment analysis, review monitoring, and support automation.
Location: Dubai
Workplace: Onsite
Employment Type: Full time
Job Function: Customer Success & Account Management
Seniority: Manager level

Key Responsibilities

  • •Directly manage and develop Customer Support Representatives, including setting SLAs, quality standards, and performance expectations.
  • •Build support processes and escalation paths that scale as the product range grows.
  • •Own public ratings and reviews across platforms and business units, tracking sentiment and responding to reviews.
  • •Investigate root causes behind recurring complaints and design long-term solutions in partnership with Product, Finance, Operations, and BU leads.
  • •Use data to prioritize highest-impact issues and improve review monitoring and support automation with AI-powered tools.

Key Requirements

  • •6+ years in customer support, customer experience, or operations leadership in a fast-growing startup/scale-up environment.
  • •Proven experience directly managing a customer support team and cross-functionally resolving systemic issues.
  • •Exposure to reputation management and public review platforms.
  • •Strong analytical skills to separate signal from noise across high volumes of customer feedback.
  • •Fluent English; Arabic is an advantage for the UAE customer base.
Experience:6+ yearsStartupScale-up
Skills:Customer obsessionAnalytical thinkingStakeholder managementPrioritizationCross-functional collaboration
Languages:EnglishArabic
Tech Stack:AISentiment analysisReview monitoringSupport automation

Company Brief

PRYPCO
Offers a real estate investment and ownership platform that helps users buy, sell, and manage property investments in the UAE. The company combines digital property access, financing support, and transaction tools for investors and homeowners.
Industry: PropTech
Company Size: Medium (51 to 250 employees)
Growth: Growth Stage Startup
Headquarters: Dubai, United Arab Emirates
Founded: 2022
WebsiteLinkedIn