Customer Services Team Leader MEAI

Job Description

Customer Service Team Leader

Location: Dubai (Office-based)

We’re on the lookout for a highly motivated, results-driven Team Leader to join our Customer Services team in Dubai.

What You’ll Be Doing

• Lead, coach, and mentor a local team of Customer Service Agents
• Set clear KPIs, monitor performance, and deliver ongoing training
• Oversee end-to-end order processing, export checks, and complex amendments in Dynamics 365
• Maintain VIP customer success plans and run monthly reviews with cross-functional teams
• Visit client sites to strengthen relationships and champion the voice of the customer
• Analyse service data to pinpoint trends, root causes, and drive improvements
• Work closely with ONT Logistics to ensure timely deliveries and returns
• Lead/support global SOPs and ensure compliance with export regulations and industry standards
• Ensure high SLAs and CSAT scores across all support channels
  
  
  

What We’re Looking For

• Extensive customer service experience
• Proven people management skills
• Strong communicator who can build relationships and motivate teams
• Experience with training and interviewing is a bonus
• 3 A-levels or a degree, plus proficiency in Microsoft Office
• Familiarity with ERP/CRM systems (Dynamics 365, Salesforce), global shipping, and sales is helpful
• Occasional travel required.
  
  
  

Please note that no terminology in this advert is intended to discriminate on the grounds of a person's gender, marital status, race, religion, colour, age, disability or sexual orientation. Every candidate will be assessed only in accordance with their merits, qualifications and abilities to perform the duties of the job.

About Us

Oxford Nanopore’s goal is to bring the widest benefits to society through enabling the analysis of anything, by anyone, anywhere. The company has developed a new generation of nanopore-based sensing technology enabling the real-time, high-performance, accessible and scalable analysis of DNA and RNA. The technology is used in more than 100 countries to understand the biology of humans and diseases, plants, animals, bacteria, viruses and whole environments.

Oxford Nanopore was founded in 2005 as a spin-out from the University of Oxford and now employs over 1000 employees around the world.