Head of Customer Experience
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Key skills for this role
About the Role
Bamboo Card, a leading digital prepaid products distributor in the Middle East, seeks a Head of Customer Experience to own the full customer conversation, service quality, and complaint governance across B2B and B2C.
Key Skills for This Role
Responsibilities
- Own service standards, SLAs and tone of voice across all customer touchpoints
- Own complaint governance and escalations
- Lead QA, training, reporting and customer insights
- Drive cross functional issue resolution with Operations, Sales and Finance
- Lead the B2B Support Lead and B2C Support Lead and their agent teams
- Own daily queue oversight, ensuring both B2B and B2C backlogs are managed within SLA
- Coach leads on ticket quality, SOP compliance, escalation accuracy and agent development
- Own weekly QA review and recurring issue review
- Lead monthly customer insights and SLA review
- Drive recurring issue fixes, SOP updates and training completion
- Report CX performance weekly to VP Operations
- Ensure CX owns customer updates, complaint intake, ticket classification, CSAT and SLA communication
Requirements
- Minimum 6–8 years experience in customer support or customer experience management
- At least 3 years in a senior leadership role
- Prior experience in the gift card, digital gifting, e commerce or prepaid voucher industry
- Proven experience managing both B2B and B2C support functions simultaneously
- Advanced Zendesk proficiency, including reporting, workflows and SLA configuration
- Experience building complaint governance frameworks and escalation workflows
- Strong analytical skills, able to use ticket data to identify root causes and drive improvements
- Experience with AI powered customer support tools or automation platforms
- Excellent written communication and coaching skills
Full Job Posting
Role Overview
- The Head of Customer Experience owns the full customer conversation, issue classification, service quality and complaint governance across B2B and B2C at Bamboo Card.
- This pillar protects the customer relationship and sets the standard for how Bamboo Card interacts with customers.
- Support agents escalate internally, they do not manage supplier relationships directly.
Job Requirements
- Minimum 6–8 years experience in customer support or customer experience management, with at least 3 years in a senior leadership role (Mandatory)
- Prior experience in the gift card, digital gifting, e commerce or prepaid voucher industry (Mandatory)
- Proven experience managing both B2B and B2C support functions simultaneously (Mandatory)
- Advanced Zendesk proficiency, including reporting, workflows and SLA configuration (Mandatory)
- Experience building complaint governance frameworks and escalation workflows
- Strong analytical skills, able to use ticket data to identify root causes and drive improvements
- Experience with AI powered customer support tools or automation platforms Desired
- Excellent written communication and coaching skills
Service Standards & Complaint Governance
- Own service standards, SLAs and tone of voice across all customer touchpoints
- Own complaint governance and escalations
- Lead QA, training, reporting and customer insights
- Drive cross functional issue resolution with Operations, Sales and Finance
Team Leadership
- Lead the B2B Support Lead and B2C Support Lead and their agent teams
- Own daily queue oversight, ensuring both B2B and B2C backlogs are managed within SLA
- Coach leads on ticket quality, SOP compliance, escalation accuracy and agent development
Reporting & Continuous Improvement
- Own weekly QA review and recurring issue review
- Lead monthly customer insights and SLA review
- Drive recurring issue fixes, SOP updates and training completion
- Report CX performance weekly to VP Operations
Cross Pillar Accountability
- Ensure CX owns customer updates, complaint intake, ticket classification, CSAT and SLA communication
- Ensure agents escalate internally, supplier escalation is owned by Purchasing, not CX
- Coordinate with Fulfillment on failed or delayed customer impacting orders
- Coordinate with Purchasing on supplier related customer complaints
Job Benefits
- Competitive salary package aligned to the UAE market
- Visa sponsorship provided
- Health insurance coverage
- Real opportunity to grow with the business and take on expanded responsibilities over time
- Be part of Bamboo Card's next chapter as we scale our platform and expand across new markets
- Work within a collaborative, entrepreneurial team that values ownership and impact
Location
- Dubai, UAE
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