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Customer Support/Revenue Operations Lead
DigiTax
Abu Dhabi, UAE
Full Time
Lead
1 weeks ago
Customer SuccessCustomer SupportProcess DesignSLA ManagementData AnalysisCRM
Free
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Customer SuccessCustomer SupportProcess Design
About the Role
DigiTax is looking for a Senior Customer Success & Support Lead to build and own the customer experience function in the UAE. The role involves hands-on customer support, designing scalable processes, managing SLAs, and analyzing customer data.
Key Skills for This Role
Customer SuccessCustomer SupportProcess DesignSLA ManagementData AnalysisCRM
Responsibilities
- Own the full customer journey after signing, including onboarding, training, activation, adoption, and ongoing support
- Provide customer support across phone, WhatsApp, email, calls, and ticketing channels
- Build and continuously improve customer onboarding processes, training material, FAQs, knowledge base, and support playbooks
- Define and manage SLAs, aiming for fast response times and excellent customer experience
- Manage customer escalations, technical issues, complaints, and coordinate internally until resolution
- Track and improve customer satisfaction, including NPS, CSAT, response time, resolution time, adoption, and retention metrics
- Analyse customer usage, feedback, and behaviour to identify risks, improvements, and growth opportunities
- Support inbound sales enquiries and identify upsell/cross sell opportunities
- Build customer reports and provide insights to Sales, Marketing, Product, Technology, and Management
- Help analyse revenue performance, marketing channels, customer trends, and market feedback
- Conduct customer research, competitor analysis, and collect market insights
- Recommend and implement customer success tools, CRM processes, support systems, and automation
Requirements
- 5+ years of experience in Customer Success, Customer Support, Customer Operations, Implementation, or Client Services
- Experience in SaaS, FinTech, ERP, accounting software, B2B technology, or enterprise software is highly preferred
- Experience building or improving support processes, SLAs, onboarding journeys, or customer success operations
- Strong understanding of customer experience KPIs such as First Response Time, Resolution Time, SLA Achievement, CSAT, NPS, Customer Adoption, Retention / Churn
- Experience using CRM, ticketing, reporting, or customer communication tools
- Ability to analyse data and turn customer insights into business recommendations
- Strong communication skills and ability to manage business customers professionally
- Comfortable working in a fast growing environment where processes need to be created and improved
- Ability to work independently and build a team as the business scales
- English fluency
Full Job Posting
About the Role
- DigiTax is looking for a Senior Customer Success & Support Lead to build and own our customer experience function in the UAE.
- This is not a traditional customer service role. We are looking for a builder — someone who can start hands on by supporting customers directly, then design the processes, tools, reporting, and team structure needed to scale.
- Customer support is one of DigiTax’s key differentiators. Our goal is to provide customers with a premium local support experience through fast response times, smooth onboarding, proactive customer success, and strong business insights.
- You will work closely with Sales, Account Management, Product, Technology, and Leadership to ensure customers successfully onboard, adopt the platform, and continue receiving value.
Key Responsibilities
- Own the full customer journey after signing, including onboarding, training, activation, adoption, and ongoing support.
- Provide customer support across phone, WhatsApp, email, calls, and ticketing channels.
- Build and continuously improve customer onboarding processes, training material, FAQs, knowledge base, and support playbooks.
- Define and manage SLAs, aiming for fast response times and excellent customer experience.
- Manage customer escalations, technical issues, complaints, and coordinate internally until resolution.
- Track and improve customer satisfaction, including NPS, CSAT, response time, resolution time, adoption, and retention metrics.
- Analyse customer usage, feedback, and behaviour to identify risks, improvements, and growth opportunities.
- Support inbound sales enquiries and identify upsell/cross sell opportunities.
- Build customer reports and provide insights to Sales, Marketing, Product, Technology, and Management.
- Help analyse revenue performance, marketing channels, customer trends, and market feedback.
- Conduct customer research, competitor analysis, and collect market insights.
- Recommend and implement customer success tools, CRM processes, support systems, and automation.
What We Are Looking For
- 5+ years of experience in Customer Success, Customer Support, Customer Operations, Implementation, or Client Services.
- Experience in SaaS, FinTech, ERP, accounting software, B2B technology, or enterprise software is highly preferred.
- Experience building or improving support processes, SLAs, onboarding journeys, or customer success operations.
- Strong understanding of customer experience KPIs such as: First Response Time, Resolution Time, SLA Achievement, CSAT, NPS, Customer Adoption, Retention / Churn.
- Experience using CRM, ticketing, reporting, or customer communication tools.
- Ability to analyse data and turn customer insights into business recommendations.
- Strong communication skills and ability to manage business customers professionally.
- Comfortable working in a fast growing environment where processes need to be created and improved.
- Ability to work independently and build a team as the business scales.
Preferred Experience
- Experience with tools such as: HubSpot, Salesforce, Microsoft Dynamics, or similar CRM platforms.
- Zendesk, Freshdesk, Intercom, or other customer support platforms.
- WhatsApp Business tools.
- Reporting dashboards and analytics tools.
- AI Customer Service and support products
Languages
- Required: English fluency.
- Preferred: Arabic.
- Additional languages such as Hindi, Urdu, or Tagalog are an advantage.
Who Will Succeed in This Role?
- Someone who: Loves solving customer problems.
- Thinks beyond answering tickets.
- Can build processes from zero.
- Uses data to make decisions.
- Understands the connection between customer experience and business growth.
- Can operate hands on today and become a future team leader tomorrow.
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