Manager - Customer Service

Astra Tech
Dubai
Workplace: OnsiteFull timeFunction: Customer Support (Service Desk)Experience: 8-10 yearsSkills: ["Stakeholder management","Leadership","Data analysis","Root cause analysis","Process improvement"]

Lead the day-to-day performance and stability of customer service operations in a fast-paced fintech environment. Manage high-volume voice, tickets, email, and in-app support by driving queue management, capacity planning, root cause analysis, and Voice of Customer insights. Partner with internal teams and outsourced providers to improve SLA, FCR, CSAT, and abandonment metrics while maintaining strong CRM discipline, escalation handling, and agent performance.

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FursaFursa
Astra Tech
Astra Tech
21 hours ago

Manager - Customer Service

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

Source: Company careers pageValidated by: Fursa AI
Last checked: 2 hours agoStatus: Live
Reposted: similar role first listed 5 months ago

Job Summary

Lead the day-to-day performance and stability of customer service operations in a fast-paced fintech environment. Manage high-volume voice, tickets, email, and in-app support by driving queue management, capacity planning, root cause analysis, and Voice of Customer insights. Partner with internal teams and outsourced providers to improve SLA, FCR, CSAT, and abandonment metrics while maintaining strong CRM discipline, escalation handling, and agent performance.
Location: Dubai
Workplace: Onsite
Employment Type: Full time
Job Function: Customer Support (Service Desk)
Seniority: Manager level

Key Responsibilities

  • •Analyse customer service performance metrics (SLA, FCR, CSAT, NPS, AHT, backlog, abandonment, repeat contacts) and translate trends into operational actions.
  • •Lead root cause analysis (RCA) and own Voice of Customer (VoC) insights to highlight customer pain points and improvement opportunities.
  • •Manage day-to-day customer service delivery across voice, tickets, email, and in-app support, ensuring queue health and service stability.
  • •Oversee ticket backlogs, ageing, abandonment rates, and escalations through coordination with internal teams and third-party partners.
  • •Provide hands-on coaching and real-time guidance, enforce CRM/data hygiene and process discipline, and deliver structured updates to senior stakeholders.

Key Requirements

  • •8-10 years of work experience, with proven experience managing high-volume call centre and digital support operations.
  • •Experience in fintech, banking, or financial services customer service operations.
  • •Strong data and analytical skills to interpret performance metrics and drive operational actions.
  • •Hands-on experience with CRM systems for ticketing, routing, reporting, and accurate escalation handling.
  • •Ability to lead RCA and VoC analysis and manage stakeholders across Product, Tech, Risk, and outsourced partners in a regulated environment.
Experience:8-10 yearsFintechBankingFinancial services
Skills:Stakeholder managementLeadershipData analysisRoot cause analysisProcess improvement
Tech Stack:CRMTicketingRoutingReporting

Company Brief

Astra Tech
UAE-based technology company offering technology solutions and systems integration services, focusing on IT infrastructure, security systems, and smart building / automation solutions for commercial and residential clients.
Industry: Professional Services
Headquarters: United Arab Emirates
Website