Customer Relations Supervisor (Escalations & CSAT)

About the role

Justlife is hiring a Customer Relations Supervisor in Dubai for its fulfilment and customer experience function. It is a full-time, on-site leadership role focused on resolving escalations and improving CSAT. The supervisor owns the queue: finding the root cause of recurring complaints and handing them to the right team so that public reviews stay below 4 stars.

Key responsibilities

• Reduce the escalation rate by fixing queue failures such as damaged-item handling, partner denials and missing-item protocols, and hand root causes to BD, Operations or Product
• Govern daily performance of BPO partners across ticket queues, running daily numbers, weekly reviews and monthly scorecards
• Own CSAT for ED and CRT, finding the root cause behind every miss and stabilising or improving it against the August baseline
• Decide complex cases on compensation, liability and fault attribution, with consistent outcomes across in-house and outsourced teams
• Cover ED or CRT queues during peak periods and backlog spikes

Required profile

• 4-6 years in escalations, complaints or customer resolution, including 2+ years leading a team
• Experience managing a BPO or outsourced team, or working at team lead level inside one
• Proven track record of improving escalation rate or CSAT, or deciding cases at team lead level
• Ability to write clear, defensible decisions on compensation and liability

Required skills

• Advanced Excel or Google Sheets
• Comfort with ticketing platforms such as Freshdesk
• Data fluency: reading queues, spotting patterns and knowing where AI output can be trusted

What we offer

• Fast career development as CX operations expand across the GCC, with mentorship and exposure to BD, Operations and Product leadership
• A transparent performance system based on escalation rate and CSAT
• Birthday day off, free company credits, referral bonuses and team experiences

The role goes through a structured interview process and includes a work sample exercise.