Customer Experience Manager

Job Description

More about the role: At Al Ghurair, we’re reimagining urban transportation through ZED Mobility—our bold venture in the e-hailing sector. As we scale our customer and driver operations, we are hiring a Manager – Customer Support to establish and lead a world-class support function. This is a pivotal role ideal for leaders with strong experience in customer care, operational efficiency, and tech-driven service delivery. You'll be setting up and scaling support operations from scratch, fostering a culture of empathy, responsiveness, and continuous improvement. What you’ll do? Set up and manage the Zed Customer and Driver Support Center in India. Hire, train, and mentor a high-performing support team including leads, executives, and QA analysts. Define and implement customer experience strategy, policies, and best practices. Design scalable systems to manage peak load, future volumes, and product expansions. Oversee SLA adherence across channels like in-app chat, email, and calls. Ensure high-quality interactions via quality assurance processes. Manage team KPIs, review performance, and implement corrective actions. Resolve escalations and high-priority issues swiftly and effectively. Analyze support trends and feedback to drive product/process improvements. Maintain support documentation (knowledge base, FAQs) and training materials. Collaborate closely with Product, Tech, Ops, and Marketing teams to elevate the customer experience. Key Performance Measures: First response time Resolution time CSAT (Customer Satisfaction Score) Ticket reopen rate Call abandonment rate SLA adherence across channels Quality assurance scores Escalation handling rate Who You Are? 6–10 years of hands-on experience in customer support, preferably in ride-hailing, e-commerce, or tech-led industries. Proven ability to build and manage support teams and define customer support strategies. Strong experience with tools like Freshdesk and Confluence. Skilled in cross-functional collaboration with Product, Tech, and Ops teams. Analytical mindset with the ability to derive insights from support data. Bachelor's degree in Business, Marketing, or Communications (MBA preferred). Who are we? Al Ghurair is a leading diversified family business group in the Middle East, founded in 1960 with operations spanning six key sectors: Foods and Resources, Properties, Construction and Services, Energy, Mobility, and Ventures. Headquartered in Deira, we proudly employ around 28,000 people across 50+ countries. We invite passionate, ambitious individuals to be part of a legacy committed to shaping the UAE and beyond. 🔗 Discover more at: www.al-ghurair.com Why join us? We’re a vibrant community where individuals thrive and careers flourish. Our diverse culture fosters belonging, open communication, and respect—fulfilling our purpose of ‘Enhancing Life’. When you work with us, you become part of a purpose-led journey toward progress, passion, and performance. Show more Show less