Head of Customer Experience

✓ Verified Job

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

Source: Company careers pageValidated by: Fursa AI

Last checked: 1 hour agoStatus: Live

Job Summary

Architect and scale end-to-end customer support operations across Bamboo Card’s B2B and B2C channels. Own and optimize Zendesk (triggers, automations, macros, views), set SLA targets and QA scorecards, and design escalation pathways. Use ticket-trend analysis to eliminate root causes with Product and Ops, and track CSAT, FRT, resolution time, and queue health. Lead the team’s evolution through coaching and resource planning, and serve as the top escalation point for high-stakes issues.

Location: Dubai

Workplace: Onsite

Employment Type: Full time

Job Function: Customer Success & Account Management

Seniority: Sr. Director level

Key Responsibilities

•Own and optimize the end-to-end helpdesk system in Zendesk, including triggers, automations, macros, and views.
•Define SLA targets, QA scorecards, and escalation pathways; implement a dual-speed support approach for B2B and B2C.
•Identify product bottlenecks by analyzing ticket trends and partner with Product and Ops to eliminate root-cause issues.
•Track and report CSAT, first-response time (FRT), resolution time, and queue health for executive stakeholders.
•Shift from daily execution to team coaching, scaling internal support capabilities, and acting as the ultimate escalation point for high-stakes issues.

Key Requirements

•Design, configure, and optimize a helpdesk setup in Zendesk, including triggers, automations, macros, and views.
•Establish SLA targets, QA scorecards, and internal escalation pathways that improve both quality and speed.
•Build a dual-speed support model for high-touch enterprise B2B accounts and fast-resolution high-volume B2C customers.
•Analyze ticket trends with Product and Ops to eliminate repetitive queries at the root cause.
•Use metrics to produce performance reporting (CSAT, first-response time, resolution time, queue health) and make resourcing decisions.

Experience:FintechPaymentsOnline marketplacesB2BB2C

Skills:LeadershipResource planningProcess optimizationData literacyCalm under pressure

Tech Stack:Zendesk

Company Brief

Bamboo Card

Website

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Bamboo Card

1 month ago

Head of Customer Experience

✓ Verified Job

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

Source: Company careers pageValidated by: Fursa AI

Last checked: 1 hour agoStatus: Live

Job Summary

Location: Dubai

Workplace: Onsite

Employment Type: Full time

Job Function: Customer Success & Account Management

Seniority: Sr. Director level

Key Responsibilities

•Own and optimize the end-to-end helpdesk system in Zendesk, including triggers, automations, macros, and views.
•Define SLA targets, QA scorecards, and escalation pathways; implement a dual-speed support approach for B2B and B2C.
•Identify product bottlenecks by analyzing ticket trends and partner with Product and Ops to eliminate root-cause issues.
•Track and report CSAT, first-response time (FRT), resolution time, and queue health for executive stakeholders.
•Shift from daily execution to team coaching, scaling internal support capabilities, and acting as the ultimate escalation point for high-stakes issues.

Key Requirements

•Design, configure, and optimize a helpdesk setup in Zendesk, including triggers, automations, macros, and views.
•Establish SLA targets, QA scorecards, and internal escalation pathways that improve both quality and speed.
•Build a dual-speed support model for high-touch enterprise B2B accounts and fast-resolution high-volume B2C customers.
•Analyze ticket trends with Product and Ops to eliminate repetitive queries at the root cause.
•Use metrics to produce performance reporting (CSAT, first-response time, resolution time, queue health) and make resourcing decisions.

Experience:FintechPaymentsOnline marketplacesB2BB2C

Skills:LeadershipResource planningProcess optimizationData literacyCalm under pressure

Tech Stack:Zendesk

Company Brief

Bamboo Card

Website