Manager- Customer Service
Job Fit Check
Base Career helps you apply smarter for this job.
Key skills for this role
About the Role
Astra Tech seeks a Customer Service Manager in Dubai to oversee high-volume call centre and digital support operations in fintech. The role involves queue management, capacity planning, root cause analysis, and VoC insights.
Key Skills for This Role
Responsibilities
- Analyse customer service performance metrics including SLA, FCR, CSAT, NPS, AHT, backlog, abandonment, and repeat contacts
- Identify trends and drivers behind performance movements and translate them into clear operational actions
- Lead root cause analysis (RCA) for key issue types
- Own and contribute to Voice of Customer (VoC) insights
- Manage day to day customer service operations across voice, tickets, email, and in app support channels
- Oversee high volume call centre operations, ensuring queue health, responsiveness, and service stability
- Monitor ticket backlogs, ageing, and abandonment rates, taking corrective action
- Manage escalations, including coordination with internal teams and third party partners
Requirements
- Proven experience managing high volume call centre and digital support operations, ideally within fintech, banking, or financial services
- Strong data and analytical skills, with the ability to interpret performance metrics and drive actions
- Hands on experience with CRM systems (ticketing, routing, reporting)
- Experience leading RCA and VoC analysis to drive service and process improvements
- Strong stakeholder management skills, including collaboration with Product, Tech, Risk, and outsourced partners
- Ability to operate effectively in a fast paced, regulated environment
Full Job Posting
Role Summary
- The Customer Service Manager (CSM) is responsible for the day to day performance and stability of customer service operations in a fast paced fintech environment. This role requires a hands on, data driven leader with experience managing high volume call centre and digital support operations, capabl
Strategy & Insights (CSM Level)
- Analyse customer service performance metrics including SLA, FCR, CSAT, NPS, AHT, backlog, abandonment, and repeat contacts
- Identify trends and drivers behind performance movements and translate them into clear operational actions
- Lead root cause analysis (RCA) for key issue types (e.g. remittance status checks, escalations, repeat contacts)
- Own and contribute to Voice of Customer (VoC) insights, highlighting recurring customer pain points and improvement opportunities
- Provide structured, insight led updates to the Head of Customer Service and senior stakeholders.
Operational Service Delivery
- Manage day to day customer service operations across voice, tickets, email, and in app support channels
- Oversee high volume call centre operations, ensuring queue health, responsiveness, and service stability
- Monitor ticket backlogs, ageing, and abandonment rates, taking corrective action where required
- Manage escalations, including coordination with internal teams and third party partners
- Lead and participate in daily stand ups to track performance, risks, and priorities
Capacity Planning & Workforce Management
- Track service demand versus available capacity by channel and product
- Identify capacity gaps and support short term and medium term workforce planning
- Monitor agent productivity, utilisation, and adherence
- Support SLA and KPI discussions with outsourced partners using data backed insights
CRM & Process Discipline
- Ensure consistent and accurate use of the CRM, including: a) Ticket logging and categorisation b) Status updates and escalation handling c) Routing and workflow adherence
- Maintain strong data hygiene to support reliable reporting and analysis
- Identify process inefficiencies or system gaps based on hands on operational experience
People Leadership & Team Enablement
- Provide hands on coaching and real time guidance to agents and team leads
- Reinforce service quality standards, communication best practices, and escalation protocols
- Act as a first point of support for complex or sensitive customer cases
- Foster a culture of accountability, continuous improvement, and customer focus
Requirements
- Proven experience managing high volume call centre and digital support operations, ideally within fintech, banking, or financial services
- Strong data and analytical skills, with the ability to interpret performance metrics and drive actions
- Hands on experience with CRM systems (ticketing, routing, reporting)
- Experience leading RCA and VoC analysis to drive service and process improvements.
- Strong stakeholder management skills, including collaboration with Product, Tech, Risk, and outsourced partners.
- Ability to operate effectively in a fast paced, regulated environment Desirable.
- Experience working with outsourced BPO partners.
- Exposure to fintech products such as payments, wallets, lending, or merchant services.
- Understanding of regulatory and compliance considerations in customer service operations.
Success Measures
- Improved SLA, FCR, CSAT, and abandonment performance
- Reduced backlog and ageing tickets.
- Clear, actionable RCA and VoC insights influencing operational improvements.
- Stable and predictable day to day service delivery.
- Improved agent productivity and consistency
Apply for this job in 1 click
Skip the repetitive application forms
Install the Base Career Chrome Extension and autofill job applications across major job boards with your profile.
Trusted by over 500,000 job seekers on Base Career
More from this employer
More jobs at Astra Tech
Java Developer
Abu Dhabi, UAE
Astra Tech is looking for a Java Developer to build and maintain Java-based credit risk systems for financial credit scenarios. The role involves designing high-availability APIs, integrating risk rules and ML models, an
Java Developer
Abu Dhabi, UAE
Astra Tech seeks a Java Developer to build and maintain credit risk systems for financial credit scenarios in Abu Dhabi. The role involves designing high-availability APIs, developing rule engines, integrating ML models,
Senior QA Engineer (Risk Management & Automation Testing)
Abu Dhabi, UAE
Astra Tech is seeking a Senior QA Engineer to design and execute test strategies with a focus on risk-based testing and automation for fintech systems. The role involves developing automation frameworks, performing perfo
Partnerships Manager – Consumer Products
Dubai, UAE
Astra Tech seeks a Partnerships Manager to drive customer engagement and product growth through strategic partnerships for consumer financial products in Dubai. The role involves sourcing, negotiating, and managing partn
L2 IT Support Engineer
Dubai, UAE
Astra Tech seeks an L2 IT Support Engineer to manage enterprise IT environment, provide advanced technical support, and administer Microsoft 365, Azure, networking, and enterprise applications. Requires 4+ years of IT su
Business Operations Manager
Abu Dhabi, UAE
Astra Tech seeks a Business Operations Manager to act as business PMO for the lending business, driving operational initiatives and coordinating cross-functional projects. Requires 5+ years in business operations or prog
Risk Systems & Strategy Deployment Manager
Abu Dhabi, UAE
We are looking for a Risk System and Strategy Deployment Manager to own credit risk systems and bridge Risk Strategy, Engineering, and Operations teams. The role involves deploying credit risk policies, monitoring perfor
Office Manager (UAE National)
Abu Dhabi, UAE
Astra Tech is seeking an Office Manager to lead day-to-day workplace operations across offices in Dubai and Abu Dhabi. The role involves overseeing facilities, hospitality, travel, budgets, and team leadership. Ideal can
Java Developer
Abu Dhabi, UAE
Java Developer
Abu Dhabi, UAE
Senior QA Engineer (Risk Management & Automation Testing)
Abu Dhabi, UAE
Partnerships Manager – Consumer Products
Dubai, UAE
L2 IT Support Engineer
Dubai, UAE
Business Operations Manager
Abu Dhabi, UAE
Risk Systems & Strategy Deployment Manager
Abu Dhabi, UAE
Office Manager (UAE National)
Abu Dhabi, UAE