Head of Customer Experience/ Customer Satisfaction Lead

About Us: Platinumlist.net, a pioneering leader in the online event guide and ticketing solution industry, has been revolutionizing the event landscape in the Gulf region since 2009. As the largest ticketing provider in the GCC, we proudly serve an extensive array of events across the United Arab Emirates, Saudi Arabia, Oman, Bahrain, Lebanon, Qatar, and Kuwait from our Dubai-based headquarters.

Your role: To drive the structure, scalability, and operational excellence of a remote customer support function, integrating AI tools and automation to elevate customer experience and team efficiency.

Key Responsibilities:

• Design and refine the operational structure of a distributed customer support team, ensuring clarity in roles, responsibilities, and workflows.
• Lead initiatives to implement and optimize AI-powered tools (e.g., chatbots, ticket categorization, knowledge bases) that enhance speed and quality of support.
• Develop playbooks and SOPs tailored for remote environments, with a focus on asynchronous collaboration and self-service support.
• Oversee system selection, integration, and optimization (e.g., Intercom, Zendesk, CRM platforms) in alignment with support goals.
• Collaborate with People/HR teams to define onboarding, training, and career progression frameworks for remote support staff.
• Define and track KPIs and SLAs for the support team; use data and insights to improve customer satisfaction and operational efficiency.
• Partner with cross-functional teams (Product, Tech, Growth) to close the feedback loop and implement systemic improvements based on user pain points.
• Serve as an escalation point for complex technical or customer process issues, ensuring resolutions are tracked and shared across the team.

Stay abreast of customer support trends, particularly in AI, automation, and distributed team management—bringing forward relevant initiatives.

• 4–6 years of experience in customer support operations, with at least 3+ years leading or structuring remote support teams.
• Hands-on experience with AI-enabled customer service tools (e.g., chat automation, predictive routing, knowledge automation).
• Proficient in configuring and optimizing customer service systems like Intercom, Zendesk, Freshdesk, or similar.
• Strong project management skills and comfort navigating change in a fast-paced, tech-driven environment.
• Exceptional written and verbal communication skills, particularly in guiding remote teams.
• Analytical mindset with experience leveraging dashboards and reporting tools to inform strategy.
• Passion for continuous improvement, system thinking, and tech-forward customer support solutions.
• Bachelor’s degree in Business, Operations, or a related field; certifications in AI, CX, or remote management are a plus.