KAIZEN Asset Management Services is a leading property management firm in Dubai, founded in 2006. As the first ISO 9001:2015 certified provider, KAIZEN AMS offers comprehensive solutions in Property Management, Community Management, Owner Affairs, Unit Management, and Handover Services. With an asset management portfolio valued at AED 19 billion across 130+ projects, KAIZEN AMS has established a distinguished brand and earned the trust of notable real estate clients in the UAE.
We are seeking a dedicated and customer-focused individual to join our team as a Customer Support Officer. At Kaizen, we value our customers and strive to provide them with exceptional service and support throughout their entire experience with us.
About the Role
We are looking for a passionate and hands-on Team Lead – Customer Support to guide and support our frontline customer service officers. In this role, you'll be at the center of daily support operations—monitoring real-time interactions, providing direct agent support, resolving escalations, and driving continuous performance improvement. You'll also play a key part in maintaining a positive work environment, ensuring data accuracy, and helping develop your team both professionally and personally.
This position is ideal for someone who thrives in fast-paced environments, has strong leadership and communication skills, and is committed to delivering exceptional customer experiences.
Key Responsibilities
Performance Management & Real-Time Support
- Monitor chat and call interactions to ensure service quality and brand standards.
- Step in to correct or take over poorly handled customer interactions.
- Answer real-time queries from agents to support smooth daily operations.
- Spend at least 20% of your shift actively participating in calls and chats.
- Provide targeted coaching and training to improve individual performance.
Data Management, CRM & Reporting
- Ensure accurate recording of all customer interactions into designated forms and CRM.
- Monitor data entry processes to guarantee completeness and accuracy.
- Develop and maintain custom dashboards and reports as required.
- Ensure comprehensive data records are maintained across channels.
Training & Development
- Establish and improve training materials, including Conversation Guidelines.
- Continuously refine onboarding and skill-development programs to align with customer expectations and internal standards.
Team Environment & Workload Management
- Foster a positive, supportive, and performance-driven team culture.
- Support emotional and professional well-being of team members.
- Assist in workload balancing to prevent burnout and promote productivity.
- Conduct weekly 15-minute 1:1s with team members for coaching and development.
- Step in for the Customer Support Manager during their absence to resolve escalations.
- Report daily issues and coaching opportunities to the Customer Support Manager.
People Management
- Help attract, develop, and retain high-performing customer support officers.
- Deliver on-the-job training, mentoring, and coaching for career growth.
- Promote succession planning and internal growth opportunities.
- Conduct daily, weekly, and monthly team huddles.
- Promote a KAIZEN culture of continuous improvement and learning.
- Participate in employee engagement activities such as team events and donut meetings.
- Set and monitor monthly and quarterly goals that align with organizational objectives.
- Support with annual salary reviews and performance evaluations.
What We're Looking For
- Proven experience in a team lead or supervisory role in a customer support environment.
- Strong communication, conflict resolution, and coaching skills.
- Comfortable handling real-time queries and stepping into customer interactions.
- Familiarity with CRM tools and reporting platforms.
- Ability to work under pressure while maintaining a positive and team-oriented approach.
- Passion for helping people grow and succeed.