Customer Service Manager
CaliberlyDubai, United Arab Emirates
Posted December 11, 2025
Full Time
About the Company
Caliberly is a talent acquisition firm that connects highly skilled professionals with leading brands across the MENA region and beyond, sourcing talent for roles at all levels across three continents. Leveraging a segmented market network, the company offers recruitment, staffing, temp staffing, HR, and talent search services to meet diverse business needs. With a focus on quality and ethical sourcing, Caliberly positions itself as a bridge between job seekers and employers, ensuring a seamless match for both parties. Its commitment to upholding industry core values and delivering caliber talent sets it apart in the competitive recruitment landscape.
Job Description
We are seeking a highly motivated Customer Service Manager to lead our customer support operations in the payment / fintech domain.
Requirements
- 5+ years of experience in customer service / customer support roles, preferably in fintech, payments, banking, or digital services.
- At least 1-2 years in a lead or supervisory role.
- Strong understanding of payments / financial services is a plus (how payment flows work, common issues customers face, fraud / risk / dispute processes).
- Excellent communication skills (written & verbal), empathy, problem-solving, and conflict resolution.
- Experience with CRM / ticketing tools (Zendesk, Freshdesk, Salesforce Service Cloud, etc.), tracking metrics, dashboards.
- Good data literacy: ability to read reports, track KPIs, use data to make process improvements.
- Ability to manage teams, plan shifts / staffing, forecast workload.
- Familiarity with regulatory & compliance aspects relevant to customer support (data protection, AML, etc.).
- Calm under pressure; ability to handle escalations.
- Multilingual skills a plus depending on customer base.
Benefits
- Competitive salary & benefits.
- Opportunity to work in a fast-growing payments / fintech environment.
- Potential for career growth into operations, product, or CX leadership roles.
- Work with modern customer support tools, analytics, feedback loops.