Customer Service Manager

Company Description baraka (YC S21) is a regulated wealth app that enables individuals to invest in a diverse range of assets aligned with their personal financial goals. The platform focuses on helping users learn about building and growing their net worth through accessible investment tools and educational content. Operating under the supervision of the Dubai Financial Services Authority (DFSA), baraka emphasizes transparency, compliance, and user trust. Team members join a fast-growing fintech environment where technology, finance, and customer experience come together to empower investors in the region.Role Description The Customer Service Manager needs to be based in the UAE and will oversee daily customer support operations, ensuring timely, accurate, and empathetic responses across all communication channels. This is a full-time, office role with some flexibility for work-from-home arrangements. Responsibilities include leading and mentoring the customer service team, setting performance standards, monitoring service quality, and implementing processes that enhance customer satisfaction. The role involves analyzing customer feedback and support metrics, identifying trends, and collaborating with product, operations, and compliance teams to resolve issues and improve the overall customer experience. The Customer Service Manager will also develop and maintain support policies, training materials, escalation procedures, and knowledge bases to ensure consistent and high-quality service.QualificationsCandidate should be proficient in both English and Arabic.Ability to drive high levels of Customer Satisfaction through proactive issue resolution and continuous service improvement.Experience using the customer service platform Intercom is a must.Strong Customer Service Management and Customer Support experience, including team leadership and workflow optimization.Excellent Communication skills, with the ability to explain complex concepts clearly and professionally in spoken and written form.Robust Analytical Skills for interpreting customer data, support metrics, and feedback to guide decisions and strategy.Previous experience in fintech, financial services, or a regulated environment is highly beneficial.Proven track record in managing customer-facing teams in a fast-paced, digital-first setting.Comfort working in a hybrid environment, with strong self-organization and time management skills.Bachelor’s degree in business, communications, or a related field, or equivalent practical experience.