Customer Support/Revenue Operations Lead

Overview

Customer Support/Revenue Operations Lead Jobs in United Arab Emirates at DigiTax

Title: Customer Support/Revenue Operations Lead

Company: DigiTax

Location: United Arab Emirates

About the Role

DigiTax is looking for a Senior Customer Success & Support Lead to build and own our customer experience function in the UAE.

This is not a traditional customer service role. We are looking for a builder — someone who can start hands-on by supporting customers directly, then design the processes, tools, reporting, and team structure needed to scale.

Customer support is one of DigiTax’s key differentiators. Our goal is to provide customers with a premium local support experience through fast response times, smooth onboarding, proactive customer success, and strong business insights.

You will work closely with Sales, Account Management, Product, Technology, and Leadership to ensure customers successfully onboard, adopt the platform, and continue receiving value.

Key Responsibilities

• Own the full customer journey after signing, including onboarding, training, activation, adoption, and ongoing support.
• Provide customer support across phone, WhatsApp, email, calls, and ticketing channels.
• Build and continuously improve customer onboarding processes, training material, FAQs, knowledge base, and support playbooks.
• Define and manage SLAs, aiming for fast response times and excellent customer experience.
• Manage customer escalations, technical issues, complaints, and coordinate internally until resolution.
• Track and improve customer satisfaction, including NPS, CSAT, response time, resolution time, adoption, and retention metrics.
• Analyse customer usage, feedback, and behaviour to identify risks, improvements, and growth opportunities.
• Support inbound sales enquiries and identify upsell/cross-sell opportunities.
• Build customer reports and provide insights to Sales, Marketing, Product, Technology, and Management.
• Help analyse revenue performance, marketing channels, customer trends, and market feedback.
• Conduct customer research, competitor analysis, and collect market insights.
• Recommend and implement customer success tools, CRM processes, support systems, and automation.
• Design scalable support models, including team structure, coverage, languages, and cost optimisation.
• Recruit, train, and manage the Customer Success & Support team as DigiTax grows.

What We Are Looking For

• 5+ years of experience in Customer Success, Customer Support, Customer Operations, Implementation, or Client Services.
• Experience in SaaS, FinTech, ERP, accounting software, B2B technology, or enterprise software is highly preferred.
• Experience building or improving support processes, SLAs, onboarding journeys, or customer success operations.
• Strong understanding of customer experience KPIs such as:

1. First Response Time
2. Resolution Time
3. SLA Achievement
4. CSAT
5. NPS
6. Customer Adoption
7. Retention / Churn

• Experience using CRM, ticketing, reporting, or customer communication tools.
• Ability to analyse data and turn customer insights into business recommendations.
• Strong communication skills and ability to manage business customers professionally.
• Comfortable working in a fast-growing environment where processes need to be created and improved.
• Ability to work independently and build a team as the business scales.

Preferred Experience

Experience with tools such as:

• HubSpot, Salesforce, Microsoft Dynamics, or similar CRM platforms.
• Zendesk, Freshdesk, Intercom, or other customer support platforms.
• WhatsApp Business tools.
• Reporting dashboards and analytics tools.
• AI Customer Service and support products

Languages

Required:

English fluency.

Preferred:

Arabic.

Additional languages such as Hindi, Urdu, or Tagalog are an advantage.

Who Will Succeed in This Role?

Someone who:

• Loves solving customer problems.
• Thinks beyond answering tickets.
• Can build processes from zero.
• Uses data to make decisions.
• Understands the connection between customer experience and business growth.
• Can operate hands-on today and become a future team leader tomorrow.

If you are excited about building a customer success function from the ground up and creating a world-class support experience, we would love to hear from you.