Our client, a rapidly expanding international e-commerce platform headquartered in the UAE, is seeking a Customer Experience (CX) Manager to lead Quality Assurance, Training, and Process Improvement across their customer support operations.

This pivotal role is perfect for someone with a sharp analytical mindset and a passion for coaching, operational excellence, and continuous CX improvement. The position reports directly to the Head of CX and supports a multi-market rollout strategy.

Key Responsibilities:

1. Quality Assurance (QA):

• Lead the QA program including performance scoring, calibration, and insights reporting

• Audit L1 and L2 support tickets and monitor ticket quality using QA tools

• Identify automation gaps and recurring issues to improve agent performance

• Track and improve Shift Leader consistency and automation flows

2. Training & Onboarding:

• Develop and deliver new-hire onboarding and continuous upskilling programs

• Manage training documentation using Notion, LMS platforms, or Google Drive

• Implement agent certification protocols

• Use AI tools to reinforce process accuracy and learning

3. Process Improvement:

• Standardize and document SOPs across support channels

• Improve workflows, escalation paths, and ticket-handling processes

• Create feedback loops with agents and customers to identify pain points

• Collaborate with Tech, Product, and Data teams for continuous optimization

4. Collaboration & Leadership:

• Align with Head of CX on KPIs and OKRs

• Coordinate training with Shift Leaders and embed real-time QA coaching

• Lead QA and training activities for product launches and crisis events

Requirements:

• 3+ years of experience in CX, QA, or support enablement roles

• Hands-on experience with QA tools (e.g. Playvox, Klaus, Scorebuddy)

• Familiarity with Zendesk or other CRM systems

• Excellent written communication and documentation skills

• Proactive, highly organized, and detail-oriented mindset

• Experience using AI in CX is a plus