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Customer Support Manager - Egypt



Customer Service
Posted on Wednesday, June 5, 2024

We are a UAE-based startup working remotely from all over the world. Our team is diversified and spread across 20+ different countries. We aspire to become a leading remote work enabler that simplifies access to world-class talents. We believe that anyone should be able to work anytime, anywhere.

We are Backed by world-class regional & international investors: BECO Capital, Wamda Capital, Khawarizmi VC, Wealth Well, Falt6Labs, and Plug & Play.

As a Customer Support Manager, you will

  • Lead, manage, and oversee the customer support team, ensuring high customer service and support levels.
  • Own the Customer Satisfaction (CSAT) score, developing and executing policies, procedures, and standards to ensure customer satisfaction and loyalty.
  • Monitor and analyze the customer support team's performance to identify areas for improvement and implement corrective actions.
  • Train and mentor customer support staff on best practices in customer service, product knowledge, and issue resolution.
  • Handle complex customer complaints or inquiries and provide solutions that align with company policies while ensuring customer satisfaction.
  • Work closely with other departments to ensure a consistent and seamless customer experience.
  • Implement customer feedback mechanisms, analyze feedback, and recommend products & service improvements.
  • Prepare and present reports on customer support activities, trends, and performance metrics to senior management.

What you need

  • Proven experience as a Customer Support Manager or similar leadership role in an international company.
  • Strong leadership skills with the ability to motivate and manage a team.
  • Excellent communication and interpersonal skills, with an emphasis on empathy and patience.
  • Proficiency in MS Office, as well as tools like Intercom, Zendesk
  • Ability to analyze data, understand trends and develop strategies based on insights.
  • Problem-solving skills and the ability to handle difficult customer situations.
  • Fluent English


  • Experience/knowledge in SaaS and FinTech industries
  • Payment compliance knowledge and experience
  • Command of another European major language or Arabic

What We Offer

  • Work from anywhere.
  • Competitive compensation.
  • Quarterly bonus
  • PTO
  • Premium health insurance.