Customer Service Manager

As a Customer Service Manager at BPM, you lead and manage the day-to-day operations of the Customer Service department for a cryptocurrency exchange. You ensure timely resolution of customer inquiries, maintain service quality, and lead a team of Customer Service Supervisors and Agents in a 24/7 operations environment.

What you'll do

• Lead, coach, and develop the Customer Service team to achieve operational and service excellence, conducting regular one-on-one meetings, performance reviews, and coaching sessions
• Manage staffing, shift planning, attendance, and resource allocation for 24/7 operations
• Ensure prompt, professional, and accurate handling of customer inquiries via chat, email, tickets, and social channels
• Monitor daily operational KPIs including First Response Time, Average Resolution Time, SLA Achievement, Customer Satisfaction, Ticket Backlog, and Escalation Rate
• Handle complex customer escalations and sensitive cases
• Identify operational bottlenecks and implement process improvements
• Prepare daily, weekly, and monthly operational reports
• Set team OKRs and monitor progress throughout the quarter
• Conduct quality audits and implement targeted coaching programs
• Design onboarding and continuous training programs
• Maintain and improve customer service SOPs, knowledge base, and playbooks
• Drive automation and AI adoption to improve efficiency
• Work closely with Product, Risk, Compliance, Finance, Payment Operations, KYC, and Technical Support teams to resolve customer issues efficiently
• Provide customer feedback to internal stakeholders to improve products and services

What you bring

• A Bachelor's degree in Business, Management, or a related field
• 5+ years of experience in Customer Service
• At least 2 years in a leadership role
• Strong understanding of customer support operations and KPI management
• Experience managing 24/7 support teams
• Excellent leadership, communication, coaching, and conflict-resolution skills
• Strong analytical and problem-solving abilities
• Experience with CRM platforms such as Zendesk, Freshdesk, Salesforce, HubSpot, or similar
• Advanced proficiency in Microsoft Excel and reporting tools

Nice to have

• Experience in cryptocurrency, fintech, payments, forex, or financial services
• Experience in crypto exchange or Web3 customer support
• Familiarity with KYC, AML, payment operations, and digital asset transactions
• Experience leading multilingual customer support teams
• Knowledge of AI-enabled customer service tools and workflow automation

About the role

• Location: Dubai (preferred); reliable commute or willingness to relocate with an employer-provided relocation package