Customer Relations Team Lead

Just Life
Dubai
Workplace: OnsiteFull timeFunction: Administration & Executive AssistanceExperience: 4-6 yearsSkills: ["Pattern recognition","Analytical thinking","Decision-making","Data-driven mindset","Clear written communication"]

Lead customer escalations for damaged or missing items and disputed fault cases, driving improvements to the SM escalation rate and CSAT. Own queue performance, govern outsourced BPO partner performance, and fix root causes upstream across BD, Operations, and Product. Tackle complex compensation/liability decisions, restore consistent decision-making with clear written rationale, and step in during peaks or backlogs while measuring impact through transparent metrics.

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Just Life
Just Life
2 days ago

Customer Relations Team Lead

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Last checked: 4 hours agoStatus: Live

Job Summary

Lead customer escalations for damaged or missing items and disputed fault cases, driving improvements to the SM escalation rate and CSAT. Own queue performance, govern outsourced BPO partner performance, and fix root causes upstream across BD, Operations, and Product. Tackle complex compensation/liability decisions, restore consistent decision-making with clear written rationale, and step in during peaks or backlogs while measuring impact through transparent metrics.
Location: Dubai
Workplace: Onsite
Employment Type: Full time
Job Function: Administration & Executive Assistance
Seniority: Manager level

Key Responsibilities

  • •Drive SM escalation rate down by tracing recurring queue failures (damaged item handling, partner denials, missing item protocols) to root causes and handing them to BD, Operations, or Product.
  • •Govern daily performance of BPO partners across ticket queues using daily/weekly/monthly scorecards and holding standards under pressure.
  • •Own CSAT for ED and CRT with root-cause analysis on every miss and stabilize/improve CSAT versus the August baseline through queue resolution.
  • •Decide complex cases including compensation, liability, and fault attribution for damaged/missing items and DED escalations with consistent, defensible reasoning.
  • •Cover ED or CRT queues during peaks and backlog spikes with hands-on, informed decision-making at team lead level.

Pay and Benefits

Perks:Paid LeaveAnnual BonusFree Credits

Key Requirements

  • •Measurably improve escalation rate or CSAT across outsourced or in-house teams, with examples of what you built and the resulting metric movement.
  • •4–6 years in escalations, complaints, or customer resolution, including 2+ years leading a team (results matter more than years).
  • •Experience managing a BPO or outsourced team: hold vendors accountable, run evidence-based performance reviews, and drive changes.
  • •Ability to decide real compensation and liability cases (damaged goods, lost items, disputed fault) and explain policy vs judgment clearly.
  • •Data-fluent with advanced Excel or Google Sheets, comfort with Freshdesk/ticketing platforms, and clear written case outcomes others can act on.
Experience:4-6 yearsCustomer resolutionEscalationsComplaintsBPOOutsourced teams
Skills:Pattern recognitionAnalytical thinkingDecision-makingData-driven mindsetClear written communication
Tech Stack:ExcelGoogle SheetsFreshdeskTicketing platformsGoogle BusinessTrustpilot

Company Brief

Just Life
Justlife is a UAE-based home services marketplace and super‑app offering cleaning, beauty & wellness, healthcare-at-home, maintenance, laundry and related services across GCC markets.
Industry: Online Marketplaces
Company Size: Medium (51 to 250 employees)
Growth: Growth Stage Startup
Headquarters: Dubai, United Arab Emirates
Founded: 2015
WebsiteLinkedInGlassdoor