Customer Relations Team Lead
• Fulfilment - CX • Dubai, UAE · Full-time, on-site
When a customer's item arrives damaged or goes missing, or a service professional disputes who's at fault, someone needs to work out what actually happened — fairly, quickly, and with the spine to say no when the answer is no.
This is a leadership role, not a supervisory one — you own the queue, not just the people. Your headline metric is “SM escalation rate: reducing public reviews below 4-star by fixing the root causes in the queue, not managing individual responses.” Most escalations aren't ten separate problems; they're one problem upstream that nobody traced. You'll find it, prove it, and hand it to the team that can fix it. Every week, you'll see the rate drop because the cases stopped arriving.
You'll love this role if you...
- You think like a detective: a damaged item, a partner denial, a customer story that doesn't quite fit — you work out what actually happened and make the call with confidence
- You're obsessed with patterns: ten similar complaints feel like a puzzle to solve, not a queue to manage
- You have the spine to refuse: you can tell a BPO partner their performance isn't acceptable, and a customer their claim isn't covered, and have both respect you for the clarity
- You trust data more than noise: you read a queue, find the driver, and act on what the numbers tell you
- You measure yourself by outcomes that stick: trace the escalation driver, fix the cause upstream, watch the cases stop arriving — that feedback loop is what gets you out of bed
What you'll own
- Drive SM escalation rate down by fixing queue failures, not managing reviews — you'll trace recurring drivers (damaged item handling, partner denials, missing item protocols) to their source and hand root causes to BD, Operations or Product, watching the public review rate improve as cases stop escalating
- Govern daily performance of BPO Partners across ticket queues — run the performance cadence (daily numbers, weekly reviews, monthly scorecards) with both outsourced partners, holding a standard under pressure and seeing vendor performance improve under it
- Own CSAT for ED and CRT, with root cause on every miss — when satisfaction drops, you find why and fix it; you'll stabilise or improve CSAT against the August baseline through queue resolution, not review management
- Decide complex cases: compensation, liability, fault attribution — damaged items, missing items, DED escalations are yours to decide; your reasoning must hold up under challenge, and your outcomes must be consistent across in-house and outsourced teams
- Restore consistent decision-making at team lead level — escalations to Director drop because you're empowered to decide; you hold complex cases with sound judgement and clear written communication others can act on
- Cover ED or CRT queues during peaks and backlog spikes — you're hands‑on when the queue backs up; you see the pressure points firsthand
What tells us you're the one
- You've measurably improved escalation rate or CSAT across an outsourced or in-house team: tell us the program you built (new performance cadence, root‑cause framework, vendor governance structure) and the metric that moved: escalation rate reduced by X%, CSAT improved by X points, or cases resolved at team lead level instead of escalating further
- You have 4–6 years in escalations, complaints or customer resolution, including 2+ years leading a team: results matter more than years, but you've had time to see patterns repeat and know how to break them
- You've managed a BPO or outsourced team, or worked inside one at team lead level: you know how to hold a vendor accountable, run a performance review with evidence, and tell them what needs to change
- You've decided real compensation and liability cases: damaged goods, lost items, disputed fault: you know the difference between a policy decision and a judgment call, and you can explain both clearly
- You're data‑fluent: you read a queue, spot the pattern, and know what to do with it — advanced Excel or Google Sheets, comfort with ticketing platforms like Freshdesk, and the judgement to know where AI output can and cannot be trusted
- You write clear decisions: case outcomes, fault attribution, and findings that others can act on without coming back to ask what you meant
Why Justlife
- Scale and impact: you'll touch 22 outsourced agents, two in-house lines of business, hundreds of customers a month whose escalations you resolve, and every public review that comes through Google Business, Trustpilot and the app
- Real growth: fast career development as we expand CX operations across the GCC; mentorship from our Customer Relations Supervisor and exposure to BD, Operations and Product leadership
- A fair, objective performance system: escalation rate and CSAT are transparent, your decisions are backed by reasoning, and your wins are visible to the team
- Start‑up spirit, plus perks: a birthday day off (JustHoliday), free Justlife credits, referral bonuses, and team experiences
Our hiring process
This role goes through a structured interview process designed to assess both your technical expertise and your analytical thinking. You'll also complete a work sample exercise that reflects the real shape of the role.
Join the tribe and let's become #everydaybetter, together.
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