Manager, Customer Support & Training

About
The Manager, Customer Support & Training, leads the strategy, operations, and people agenda that enables consistently excellent customer experiences across all service channels. This role sets the vision and governance for contact center performance, quality assurance, and enterprise learning, ensuring that capabilities, tools, and processes translate into measurable improvements in satisfaction, efficiency, and compliance. Acting as the single point of leadership for both quality & training and the calls & service centre, the position drives digital and service transformation while building a culture of empathy, accountability, and continuous improvement.

Key Accountabilities

• Formulate a multi-year roadmap for customer support and training aligned with corporate strategy, balancing service excellence, cost efficiency, and risk management.
• Direct end-to-end operations of the Calls & Service Centre, including queue design, workforce planning, and escalation management.
• Own the QA framework for customer interactions, defining scoring models and calibration routines.
• Design and maintain a comprehensive training portfolio covering onboarding, product mastery, and customer empathy skills.
• Build and lead a high-performing organization of approximately 37 FTEs through clear structures and inclusive talent practices.

Qualifications

• Bachelor's degree in business administration or related discipline.
• 12 years of progressive experience in customer support/contact centre operations, service excellence, quality, and training.
• 3+ years in people leadership roles managing team leaders/supervisors and sizeable frontline teams.
• Proven vendor management and contract governance experience; familiarity with UAE market expectations advantageous.

Location
Abu Dhabi, United Arab Emirates