Customer Relations Team Lead

About the Role

This full-time onsite position is based in Dubai, UAE, and requires leading the customer relations escalation queue with a focus on reducing escalation rates by addressing underlying problems rather than individual customer responses. The role demands investigative skills to determine the facts behind disputes over damaged or missing items and the authority to make clear decisions even when saying no.

Key Responsibilities

• Minimize social media escalation rates by identifying and resolving systemic queue failures rather than individual complaints.
• Analyze recurring issues such as damaged items, partner denials, or missing item protocols, and collaborate with Business Development, Operations, or Product teams to address root causes.
• Manage daily performance and vendor governance of outsourced BPO partner ticket queues through ongoing metrics monitoring and periodic reviews.
• Maintain and improve customer satisfaction scores for escalated disputes by diagnosing causes and implementing queue-based solutions.
• Make decisions on complex cases involving compensation, liability, and fault allocations consistently across in-house and outsourced teams.
• Reinforce consistent decision-making among team leaders to reduce escalations to senior management.
• Temporarily handle escalated queues during peak demand or backlogs to maintain operational flow.

Qualifications & Experience

• Proven track record of reducing escalation rates or improving customer satisfaction via performance management frameworks, root cause analyses, and vendor governance.
• 4 to 6 years of experience in escalation, complaint resolution, or customer service, including at least 2 years in a leadership capacity.
• Experience managing or operating within outsourced BPO partner teams and conducting performance reviews with evidence-based feedback.
• Expertise in handling real compensation and liability disputes related to damaged or missing items with sound judgment differentiating policy from discretionary decisions.
• Strong data literacy, including advanced skills with Excel or Google Sheets, and familiarity with ticketing platforms such as Freshdesk; ability to discern reliable insights from AI tools.
• Exceptional written communication abilities to document clear, consistent, and actionable case decisions.

Why Join Justlife?

• Influence a wide-scale operation impacting about 22 outsourced agents, multiple in-house business lines, and numerous customers monthly through your resolution of escalations and shaping of public reviews.
• Opportunities for rapid career progression within expanding customer experience operations regionally, coupled with mentorship and exposure to leadership across several business functions.
• An equitable and transparent performance evaluation system focusing on measurable metrics like escalation rates and customer satisfaction.
• Enjoy a start-up culture with additional perks such as a birthday off day, Justlife credit benefits, referral bonuses, and team events.

Recruitment Process

The selection involves a structured interview assessing technical and analytical skills alongside a practical work sample exercise designed to mirror everyday job scenarios.