Customer Service Manager

About the role

FeelFeel is looking for a Customer Service Manager to lead its Customer Excellence function across the GCC market from Dubai. You will own the performance of the customer service team, driving improvements in response quality, speed, automation and overall satisfaction while supporting rapid international growth.

Key responsibilities

• Lead and develop the Dubai customer support team, ensuring day‑to‑day performance meets targets.
• Handle Tier 2‑3 escalations, resolve complex tickets and maintain high service standards.
• Analyse performance data and dashboards to identify trends, bottlenecks and opportunities for automation.
• Design and implement AI‑driven automation, workflow optimisation and scalable support infrastructure.
• Align operational processes with the UK headquarters and support expansion across the GCC.
• Report results and insights to the Head of Customer Service and senior leadership.

Required profile

• Proactive owner‑mindset – you spot issues, fix them quickly and prevent recurrence.
• Strong attention to detail and ability to move fast in a high‑growth environment.
• Deep understanding of end‑to‑end customer service, including escalation handling and sentiment analysis.
• Comfortable working with data, dashboards and presenting performance results to leadership.
• Hands‑on leader who can balance operational execution with strategic thinking.

Required skills