Customer Excellence Manager

Customer Excellence Manager

Dubai, UAE

About Us: Bamboo Card is the Middle East's leading Digital Prepaid Products Distributor and Rewards Fulfilment agency. Committed to trust, dependability, and excellence, we have been revolutionizing global loyalty programs since 2018. Our comprehensive range of offerings includes eGift Cards, Prepaid Cards, and Top-Ups, providing versatile solutions to meet the diverse needs of digital prepaid products. With strategic services such as a robust API and Client Portal, we not only simplify but also enhance the seamless delivery of rewards.

Role Overview: The Customer Excellence Manager will lead the end-to-end customer experience journey, ensuring that every client and user interaction reflects Bamboo Card’s commitment to speed, care, and innovation. You’ll build scalable processes, integrate automation, and lead initiatives that turn support into a competitive advantage.

Key Responsibilities

• Lead and manage the Customer Excellence (CX) team, ensuring timely, accurate, and empathetic support across all channels.
• Set up and optimize Zendesk workflows, macros, SLAs, and dashboards to improve efficiency and visibility.
• Implement AI-powered support solutions to streamline ticket resolution and enhance self-service experiences.
• Define and track CX performance metrics (CSAT, NPS, response time, resolution rate, etc.) and continuously improve outcomes.
• Develop SOPs and best practices for B2B and B2C customer engagement, issue resolution, and escalation management.
• Collaborate with Product, Tech, and Operations teams to identify pain points and drive product improvements.
• Handle key client escalations, ensuring fast recovery and long-term relationship success.
• Manage onboarding and training for new CX team members to ensure high standards of service delivery.
• Leverage analytics to derive insights from customer feedback and share actionable recommendations with leadership.

What We’re Looking For

• 5+ years of experience in customer success, customer support, or CX management, ideally in fast-paced startups.
• Proven expertise in Zendesk administration and optimization.
• Hands-on experience with AI-powered support tools or automation systems.
• Strong background in both B2B and B2C support environments.
• Excellent communication, empathy, and conflict-resolution skills.
• Strong analytical mindset with the ability to turn data into strategy.
• Experience building and scaling a CX team is a plus.
• Passion for innovation, customer advocacy, and continuous improvement.

Why Join Bamboo Card?

• Be part of a fast-scaling digital rewards platform with global reach.
• Work with a team that values innovation, ownership, and excellence.
• Opportunity to shape the CX playbook for a company at the forefront of digital rewards.
• Competitive compensation, a collaborative culture, and real impact from day one.