Customer experience lead

Customer Experience LeadLocation: Dubai, UAEEmployment Type: Full-timeAbout EsqyreEsqyre is building a premium mobility platform focused on reliability, discretion and exceptional service.We combine technology with professional chauffeuring to create a seamless experience for private and corporate customers across the UAE.About the RoleWe are looking for a Customer Experience Lead to take ownership of customer support and live ride operations.This is a hands-on role within a 24/7 mobility business. You will manage customer communication, monitor bookings, resolve ride issues and help build the processes that will support the function as Esqyre grows.What You’ll OwnCustomer support across phone, WhatsApp, email, live chat and in-app channelsMonitoring scheduled, airport, VIP, corporate and active ridesManaging delays, no-shows, location issues and incorrect vehicle assignmentsBooking changes, cancellations, additional stops and special requestsCustomer complaints, payment concerns, lost property and service recoveryCoordination with chauffeurs and limousine partnersCustomer support procedures, escalation workflows and communication standardsOnboarding and guidance for future Customer Experience team membersRequirementsMinimum 3 years of experience in customer experience, hospitality, aviation, travel, mobility or another premium service environmentExperience handling customer complaints and live operational issues independentlyExcellent spoken and written EnglishStrong judgement, ownership and attention to detailAbility to remain calm and make practical decisions under pressureComfortable using CRM platforms, booking systems, WhatsApp and spreadsheetsWillingness to work rotational shifts, weekends and public holidaysExperience in ride-hailing, limousine operations, hotel guest relations, airline operations or luxury transportation is strongly preferred.Arabic or another language commonly spoken in the UAE would be an advantage.What We OfferOwnership of a key operational functionOpportunity to shape the customer experience from an early stageMedical insurance and UAE employment benefitsProfessional equipment and working environmentCareer progression as the company scalesCompensationAED 7,000–9,000 per month, based on experience and suitability.