Service Excellence Lead

Location: Dubai, UAEEmployment Type: Full-timeWorking Arrangement: Office and field-basedAbout EsqyreEsqyre is building a premium mobility platform designed around 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 Service Excellence Lead to establish and run Esqyre’s Customer Experience and Service Quality function.During the initial stage, you will personally manage the department, handle critical customer and operational issues, train chauffeurs, oversee service quality and build the processes the future team will follow.As the operation grows, you will help recruit, train and guide junior Customer Experience and Quality team members.What You’ll OwnEstablish and manage the Customer Experience and Service Quality functionOversee customer support and live ride operationsHandle serious complaints, escalations and service recoveryBuild customer experience procedures and service standardsTrain and assess chauffeurs before activationMonitor chauffeur conduct, grooming and service performanceOversee vehicle inspections and quality checksInvestigate customer, chauffeur and vehicle-related incidentsManage coaching, retraining and corrective actionsMonitor limousine partner quality and recurring failuresRecruit, train and guide future junior team membersImprove service using customer feedback and operational dataRequirementsMinimum 4 years of relevant experience in customer experience, service quality, hospitality, aviation, mobility or premium transportationExperience independently managing customer complaints and operational incidentsExperience delivering training, coaching or quality assessmentsAbility to establish processes and run a function with limited initial supportStrong understanding of premium customer serviceExcellent spoken and written EnglishStrong judgement, ownership and attention to detailConfidence working with chauffeurs and external partnersAbility to remain calm and make decisions under pressureWillingness to support field visits and rotational operations when requiredValid UAE driving licence preferredWhat We OfferOwnership of a critical operational functionOpportunity to build the department and its standards from an early stageMedical insurance and UAE employment benefitsProfessional equipmentApproved field travel supportCareer growth as the operation and team expandCompensationAED 7,000–10,000 per month, based on experience and suitability.