Head of Customer Service

Job Title: Manager - Head of Customer Service/SupportLocation: Dubai, UAE (On-Site | Full time Relocation)Industry: Fintech / SaaS / PaymentsJob Type: Full-TimeNotice Period: Immediate to 30 DaysSalary: TBD (Negotiable, Based on Experience)Experience Required: Minimum 10+ Years (5+ Years in Fintech / SaaS / Payments)About the Role:Our client is a next-generation payment solution provider focused on high-risk industries. They are seeking an experienced and driven Head of Customer Support to lead and scale their support operations in Dubai. The ideal candidate will bring a strong background in payments, SaaS, or fintech support, along with proven leadership capabilities and technical know-how.Key Responsibilities:Payment Traffic Optimization:Analyze and improve payment routing strategies to boost success rates and reduce transaction costs.Third-Party Integration:Lead integration efforts with new banks, PSPs, and payment platforms to ensure smooth operations.Team Leadership:Manage and mentor a growing support team, driving service excellence and continuous improvement.Technical Collaboration:Work cross-functionally with the tech team to resolve technical challenges, manage the payment backlog, and support product testing.Stakeholder Communication:Act as a key liaison between internal teams and external partners to handle escalations and maintain strong relationships.Documentation & Compliance:Ensure detailed documentation of processes and adherence to operational and legal compliance standards.Requirements & Qualifications:Experience:Minimum 10 years of overall experience.At least 5 years in fintech, SaaS, or payment-related industries.Minimum 2 years in a leadership or senior support role within the payments space.Technical Proficiency:Familiar with platforms such as Devcode (PaymentIQ) and Praxis.Knowledge of routing, fallback mechanisms, and system integrations.API experience is a plus.Analytical & Problem Solving:Strong analytical mindset with the ability to interpret data, identify trends, and implement effective strategies.Communication:Excellent interpersonal skills with the ability to manage both internal stakeholders and external vendors.