Vice President of Customer Service

Role Description The Vice President of Customer Service is a full-time, remote leadership role responsible for overseeing the end-to-end customer service strategy and operations for Middle East Jobs Updates. This role will design and implement processes to ensure high customer satisfaction, optimize customer experience, and maintain service quality across all digital touchpoints and communication channels. The VP will lead and mentor customer service and contact center teams, establish performance metrics, and use data-driven insights to improve responsiveness and service efficiency. Day-to-day responsibilities include setting service standards, managing escalation procedures, collaborating with cross-functional teams, and ensuring consistent, inclusive, and professional communication with users and partners. The role also involves identifying opportunities for service innovation, implementing best practices, and supporting the organization’s growth objectives through excellent customer experience.

Qualifications

Strong customer-centric skills, including Customer Service, Customer Satisfaction, and Customer Experience. Experience managing Contact Centers and multi-channel customer support operations. Advanced Analytical Skills to interpret customer data, define KPIs, and drive continuous improvement. Proven leadership experience in senior customer service or customer experience roles, ideally in digital platforms or service-focused organizations. Excellent communication, conflict resolution, and stakeholder management abilities. Demonstrated ability to build, lead, and develop diverse and remote teams. Experience designing and implementing customer service policies, workflows, and technology solutions (e.g., CRM, ticketing systems). Bachelor’s degree in Business, Management, Communications, or related field; an advanced degree is an advantage. Familiarity with the Middle East employment market or regional customer expectations is beneficial.