Customer Care Manager - UAE

About us

Tamara is a leading fintech platform in Saudi Arabia and the GCC region with a mission to help people own their dreams built on being simple, trusted, and everywhere our customers need us. Today, more than 25 million customers and over 130,000 partner merchants depend on Tamara every day for reliable financial solutions across retail, travel, education, healthcare, and beyond. Tamara is backed by Sanabil Investments, a wholly owned company of the Public Investment Fund (PIF), and SNB Capital, among others.

Tamara is Saudi's first fintech unicorn and is backed by Sanabil Investments, SNB Capital, Checkout.com, amongst others, operating out its headquarters in Riyadh, Saudi Arabia with other regional and global support offices.

About the role

We're looking for an experienced Customer Care Manager to lead UAE customer care from our Cairo site. This is a role for a strong leader who manages through Team Leaders but knows the operation cold - someone who leads with full context and credibility, never secondhand. You won't get blocked by operational detail, you won't lean on your team to understand your own numbers, and you'll contribute substantively to how the operation runs. You own the effectiveness and performance of the UAE Customer Care Team. You set the standard and hold the team to it.

Your role

Operational Leadership & Performance Management

• Provide strategic to the Team Leaders, overseeing the daily output and supervision of operational performance to ensure interactions reflect positively on the company
• Owns department KPIs, including service level agreements, average handling time, customer satisfaction,..etc. and read the raw contact-center and survey data yourself, well enough to know what's happening without being told. 
• Manage performance and identify gaps, and drive resolution at the team level  coaching, reslotting, queue and workflow adjustments within your operation

Quality Assurance & Continuous Improvement 

• Partner with Quality Assurance and Training Teams to oversee onboarding training, continuous coaching, and upskilling for better service delivery.
• Act as the ultimate escalation point for complex or sensitive UAE customer grievances, resolving issues with high ownership and speed.
• Review and analyze customer surveys to gather structured data and research customer opinions of services and the team performance

People Development & Culture

• Build a highly motivated team, and high retention culture through transparent performance management, coaching, and regular feedback
• Conduct structured performance reviews with Team Leaders, nurturing their leadership capabilities.
• Lead recruitment activities to build a top tier talent pool

Candidate Profile & Requirements:

Experience

• Proven experience leading managers and Team Leaders in a high-volume, fast-paced, multi-channel customer care operation - ideally owning a contact-center operation end-to-end. 
• Deep, hands-on operational fluency: you operate the tools, read the data, and know the workflows yourself - a credible operator who leads, not a delegator who relies on the team for context.

Skills and Qualifications

• Advanced hands-on experience with modern CRM, telephony, and channel tools (e.g., Zendesk, Salesforce). Strong capability utilizing data visualization tools to track metrics.
• Data-driven, emotionally intelligent leader capable of program-managing critical structural changes while maintaining high team morale across an offshore site.
• Exceptional ability to interpret raw contact center analytics and survey data into actionable performance improvement plans.
• A high bar across the board - from your own contributions to the people you work with to the tools you work on
• Strong attention to detail & project management skills
• Balance attention to detail with swift execution - we need to do things quickly, and we need to do them well. Juggling those can be challenging, and this should be a strength