Customer Support Manager

Company Overview YOUGotaGift is a leading marketplace for Digital Gift Cards since 2013 and the partner of choice for consumers and businesses in MENA. We are in the business of transforming prepaid cards to Branded Payments across gifting, incentives & payments to drive acquisition, build engagement, and increase loyalty. Offering a seamless, innovative platform for individuals and organizations to purchase, send, and redeem e-gift cards. Founded with the mission to make gifting easy, personalized, and instant, YouGotaGift has become a trusted provider of digital gifting solutions across the Middle East. With value creation at its core, YOUGotaGift offers unparalleled consumer experiences, and incentives & merchant solutions for a network of 1,000+ Brands, 2,500+ Corporates including 50+ major Loyalty Programs. We have a diversified team of 200+ employees spanning across 10 nationalities in the MENA region. Role Overview We are seeking a high-performing Customer Service Manager to lead our Customer Service function across the GCC region. In this role, you will be responsible for developing and executing customer service strategies that deliver an exceptional customer experience across all support channels. Your core responsibility will be to lead a high-performing customer service team, drive operational excellence, improve customer satisfaction, and collaborate with cross-functional teams to deliver seamless customer journeys while supporting YOUGotaGift's continued growth. Key Responsibilities Support the Customer Service team in resolving escalated customer issues and complaints promptly while ensuring consistent service quality and professional handling of enquiries across all customer touchpoints. Monitor service quality through regular quality assurance checks on calls, emails, live chats, and other customer interactions, while tracking and reporting on key performance indicators, including CSAT, First Response Time (FRT), Resolution Time, SLA adherence, and Quality Assurance metrics, to drive continuous improvement. Oversee customer support across live chat, email, phone, WhatsApp, social media, and other digital channels to ensure a seamless customer experience, prompt issue resolution, and effective customer engagement. Identify and implement process improvements to enhance customer experience, improve service delivery, optimise productivity, manage resources effectively, and continuously improve the end-to-end customer journey by addressing customer pain points. Manage workforce planning, shift scheduling, and resource allocation to ensure appropriate staffing levels and compliance with service-level agreements (SLAs) across all customer support channels. Collaborate with internal stakeholders across Sales, Marketing, Product, Finance, Operations, and Technology to ensure prompt order processing, effective issue resolution, and seamless customer service, while providing customer insights and recommendations to improve retention, reduce churn, and strengthen client relationships. Measure, analyse, and report customer service performance to senior stakeholders, providing insights, identifying trends, and recommending operational improvements based on customer feedback, service metrics, and business objectives. Recruit, train, coach, mentor, and performance-manage the Customer Service team, fostering a customer-first culture, supporting career development, and ensuring that customer service tools, equipment, and workstations remain operational, efficient, and fit for purpose. Experience & Qualifications 4–7 years of relevant work experience, with a strong commitment to delivering exceptional customer experiences and maintaining high service standards. Strategic thinking to identify future opportunities and translate them into effective service improvements. Strong collaboration skills to build partnerships and work effectively with cross-functional teams. A results-driven approach to achieving service excellence and meeting operational performance targets. Proven capability to foster a positive work environment that motivates employees to deliver outstanding customer experiences. Excellent verbal, written, presentation, and interpersonal communication skills. Proven leadership skills in coaching, mentoring, and developing high-performing teams. Strong analytical skills to interpret customer data and performance metrics for informed decision-making. Effective problem-solving and decision-making skills, with a focus on resolving issues and driving continuous improvement. Preferred Skills Experience managing omnichannel customer support operations Experience implementing AI and automation within customer service Strong understanding of CRM systems, customer journey mapping, and customer analytics A strong interest in innovation and continuous improvement. If you have a strong background in customer service operations, team leadership, and customer experience management, and are passionate about driving service excellence, optimising support processes, and delivering exceptional customer experiences, we would be happy to hear from you. Join YOUGotaGift and be part of enhancing customer experiences and shaping the future of digital gifting and rewards on a global scale. Know someone who may be a great fit for this role? We’d appreciate you sharing this opportunity with them.