# Customer Service Team Lead — Innovations Global

Canonical: https://jobxdubai.com/jobs/li-4437995712-customer-service-team-lead
Location: Dubai, UAE
Type: full_time · Level: senior
Monthly salary: AED 10,000 to 10,000 per month (employer-stated) (UAE salaries are tax-free)
Posted: 2026-07-10
Apply: https://www.linkedin.com/jobs/view/customer-service-team-lead-at-innovations-global-4437995712?_l=en

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## Description

Job Overview

The Team Leader – Customer Service is responsible for overseeing daily customer service operations, ensuring seamless order processing, timely issue resolution, and exceptional customer experience. The role leads a team of customer service executives, coordinates with cross-functional stakeholders including Sales, Supply Chain, Logistics, Finance, and IT, and drives operational excellence through process improvements, performance monitoring, and team development.

Key Responsibilities

• Lead and supervise daily customer service operations, ensuring timely and accurate order processing

• Manage customer escalations and resolve complex service issues while maintaining high customer satisfaction

• Provide coaching, guidance, and performance management for customer service team members

• Coordinate with Sales, Supply Chain, Warehouse, Logistics, Finance, Marketing, and IT to ensure smooth order fulfilment and last-mile delivery

• Monitor order flow, delivery schedules, returns, uplifts, and special customer requests to minimize delays and errors

• Conduct call audits, implement corrective actions (CAPA), and drive continuous process improvement initiatives

• Generate operational and performance reports, dashboards, presentations, and customer insights for management

• Perform data analysis including customer feedback (VOC), service metrics, and operational performance to identify improvement opportunities

Requirements

• Bachelor's degree in any discipline

• 5+ years of customer service experience, preferably within contact centres, e-commerce, FMCG, retail, or startup environment

• Minimum 2 years of experience leading or managing customer service team

• Strong understanding of order management, customer operations, and service delivery

• Advanced proficiency in Microsoft Excel, Word, and PowerPoint

• Experience working with large datasets and deriving actionable insight

• Exposure to Salesforce, Tableau, or Magento is an advantage

• Knowledge of Customer Journey Mapping and Voice of Customer (VOC) analysis is preferred

• Excellent communication, analytical, problem-solving, stakeholder management, and leadership skills

Package - AED 10000/month + benefits

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## Requirements

Bachelor's degree in any discipline
5+ years of customer service experience, preferably within contact centres, e-commerce, FMCG, retail, or startup environment
Minimum 2 years of experience leading or managing customer service team
Strong understanding of order management, customer operations, and service delivery
Advanced proficiency in Microsoft Excel, Word, and PowerPoint
Experience working with large datasets and deriving actionable insight
Exposure to Salesforce, Tableau, or Magento is an advantage
Knowledge of Customer Journey Mapping and Voice of Customer (VOC) analysis is preferred
Excellent communication, analytical, problem-solving, stakeholder management, and leadership skills

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