Customer Experience Manager

About Finanshels
Finanshels is an AI-enabled accounting and financial services platform helping 7,000+ UAE SMEs manage bookkeeping, tax compliance and financial operations with less complexity.

The opportunity
At our scale, every escalation, NPS score and review is now a scale problem, not a one-off. Today we often solve the same issue more than once, and our CX processes exist in bits and pieces.

We are hiring a Customer Experience Manager to bring them together into one closed-loop CX operating system: detect issues, find the root cause, fix them for the client, make the fix permanent, and stop them from coming back. This is a hands-on role for an operator who has already built or run a root-cause and escalation process, not a conventional support supervisor.

How you will work: the CX loop

Detect: escalations, NPS, reviews and call quality reviews
Diagnose: find the root cause (5-Whys, fishbone) and tag it to a cause, not a symptom
Fix: resolve the client’s issue end to end
Systematise: turn the fix into an SOP, a script or a rule in FinCore, our internal platform
Prevent: track the issue until it stops recurring

What you will own

Escalations: personally handle critical escalations, run root-cause analysis on every escalation and detractor, and work with our accounting and tax teams to fix issues permanently.
Call centre and pre-sales front office: set the quality standard for calls and front-office conversations, including QA scorecards, scripts and speed-to-lead.
NPS and reviews: own the customer rating process and turn satisfied clients into public reviews.
Process and systems: bring scattered processes into one CX system; build SOPs; improve CRM, ticketing and communication workflows; and work directly with Product to build fixes into FinCore.
Retention: protect client retention by fixing the root causes of churn and flagging at-risk clients early.
Team leadership: lead and coach a team of 3–4 customer experience team members, with clear KPIs, workload allocation and daily accountability.

Who will succeed

4–7 years in customer experience, support operations or service quality, with experience leading or coaching a team. Mid-level candidates are welcome.
A proven track record of finding the root cause of recurring customer issues and fixing them permanently, with before/after numbers to show it.
Evidence of improving customer satisfaction or retention, with numbers.
Experience setting up escalation processes, QA scorecards, SLAs and SOPs.
Experience in SME accounting services, fintech, e-commerce or delivery platforms, B2B SaaS or BPO / contact-centre operations is a plus.
Confident with CRM and helpdesk tools, CX metrics and workflow automation.
Comfortable managing high volumes of recurring SME clients and resolving difficult issues directly with business owners.
Based in Dubai, or willing to relocate.

Success in the role

First 30 days: audit current CX workflows and escalations; set up escalation ownership and a cause-tagging system; launch a weekly CX scorecard; begin documented fixes for the top recurring issues; build an at-risk client register and begin documented client recovery.

Ongoing measures (tracked weekly):
**
Metric Target**
Escalations converted into a permanent SOP or system fix 80%+
Recurring issues (same root cause, month on month) Declining every month
Pre-sales response time (lead to first contact) Under 5 minutes
Escalation resolution time Under 24 hours
Average customer rating 9 / 10+

Our expectation
We value ownership, root-cause thinking and hands-on execution over senior titles. The right person can lead a small team, speak confidently with SME founders, work across accounting, tax and product teams, and build a CX system that scales.

How to Apply
To apply, please send your updated CV to [email protected], along with a short note explaining why you believe you are a good fit for this role.

Please include the following details:
Total Experience:
Current Salary:
Expected Salary:
Notice Period:
Current Location:
Updated CV: