Customer Service Team Leader

Job description

Dubai, UAE | On-site | Full-time

About Jamjoom Fashion

Jamjoom Fashion is a leading regional fashion retail group with a strong portfolio of lifestyle and fashion brands across the Middle East. Delivering exceptional customer experiences is central to our success, and our Digital Customer Service team plays a critical role in supporting customers across our growing e-commerce platforms.

About the role

We are seeking a Customer Service Team Leader to oversee daily customer service operations and support a team of digital customer support agents.

This role is ideal for experienced customer service professionals who have strong leadership capabilities and are passionate about developing teams while ensuring high-quality customer experiences.

You will be responsible for monitoring service performance, managing escalations, coaching team members, and ensuring all customer inquiries are handled efficiently and in line with service standards.

Key Responsibilities

Supervise and support a team of customer service agents to ensure operational excellence

Monitor customer tickets and ensure compliance with service level agreements (SLA)

Handle escalated customer complaints and complex service issues

Conduct regular coaching sessions and performance reviews with team members

Manage team scheduling, workload distribution, and agent availability

Coordinate with internal teams, warehouses, and couriers to resolve customer cases

Monitor and report service performance metrics and team KPIs

Support upselling initiatives across Jamjoom Fashion brands

Ensure agents have the tools, knowledge, and support required to perform effectively

Requirements

Minimum 3 years of customer service or call center experience

Minimum 1 year of supervisory or team leadership experience

Excellent verbal and written communication skills in Arabic and English

Strong leadership, coaching, and people management skills

Experience working with Zendesk or similar customer support systems is preferred

Strong decision-making and problem-solving capabilities

Candidate Profile

Strong leadership and team development capabilities

Customer-focused with a passion for service excellence

Highly organized with strong operational oversight skills

Confident decision-maker with the ability to manage escalations effectively

Able to thrive in fast-paced, customer-driven environments

Why Join Us

At Jamjoom Fashion, you will play a key role in shaping the customer experience for leading fashion brands in the region while developing and leading a high-performing customer support team.

Interested candidates may also apply by sending their CVs to [Confidential Information]