Customer Care Supervisor – Dyson

About the role

The Customer Care Supervisor will lead day‑to‑day operations for Dyson’s multi‑channel support in Dubai, overseeing voice, email, live chat, WhatsApp and social media interactions. The role ensures service level agreements are met, drives continuous improvement, and delivers an exceptional post‑sales experience for luxury customers.

Key responsibilities

• Manage daily Customer Care activities across all channels, monitoring KPIs such as Service Level, Quality, Productivity, CSAT, NPS and Backlog.
• Coach, develop and motivate a team of Customer Care Advisors through regular feedback, quality monitoring and performance reviews.
• Plan and optimise team schedules to guarantee adequate coverage and operational efficiency.
• Identify training needs, support onboarding and deliver coaching sessions to enhance team capability.
• Handle customer escalations, ensuring timely, customer‑centric resolutions.
• Partner with the KSA Service Centre to secure spare parts availability and efficient repair turnaround.
• Collaborate with Retail, Logistics, Warehousing, E‑Commerce and Brand teams to improve the overall customer experience.
• Lead post‑sales processes, validating cases, ensuring documentation accuracy and coordinating with internal and external partners.

Required profile

• Proven experience leading customer care or contact‑center teams.
• Strong understanding of multi‑channel support operations.
• Ability to monitor, analyse and improve key performance indicators.
• Excellent coaching, performance‑management and people‑development skills.
• Experience in workforce planning and schedule management.
• Demonstrated capability to manage escalations and deliver solutions.
• Effective collaboration with cross‑functional teams.

Required skills