Customer Service (CX) Lead

About the role

The Customer Service (CX) Lead will oversee day‑to‑day CX operations for Averda’s UAE team, ensuring every customer interaction meets the company’s high standards of quality and speed. Acting as the bridge between strategy and execution, you will coach agents, handle escalations, and drive performance across all communication channels.

Key responsibilities

• Lead, supervise and support a team of CX agents, serving as the first point of contact for queries and internal stakeholders.
• Handle first‑level escalations, resolve issues promptly, and flag operational risks.
• Monitor daily operations, maintain SLA compliance for calls and emails, and ensure zero tolerance for poor customer handling.
• Drive improvements in NPS, quality, efficiency and reliability by identifying trends and proposing initiatives.
• Develop and update SOPs, deliver training, and contribute at least one actionable improvement idea per quarter.
• Produce accurate reports, dashboards and administrative tasks that impact the customer experience.

Required profile

• Bachelor’s degree or higher, preferably in Business Administration or Management.
• Minimum 3 + years of supervisory or team‑lead experience in a customer‑service environment.
• Experience in both B2B and B2C customer settings.

Required skills