Senior Manager Customer Support

Job Overview

Kayana is seeking a Senior Manager Customer Support in Dubai to lead the global Customer Support function. This role ensures exceptional post-sales experiences, handling client queries, menu setups, and troubleshooting operational or technical issues.

Company Overview

Kayana is a fast-growing company empowering small and medium-sized businesses with cutting-edge technology in the ordering and payments space. They provide point-of-sale systems and advanced solutions like self-service kiosks, operating across the USA, UK, Europe, Australia, and the Middle East. Kayana fosters an inclusive and dynamic culture, supporting employee development with clear career paths.

Quick Details

• Salary Range: Market Competitive
• Job Type: Full-time
• Qualifications: Bachelors Degree
• Experience: 5+ years

Key Responsibilities

• Serve as the primary escalation point for global client support issues.
• Oversee the end-to-end client lifecycle post-implementation.
• Build strong client relationships through proactive communication.
• Lead, coach, and mentor the India-based Customer Support team.
• Collaborate with Product, Technology, and Implementation teams.
• Produce monthly performance dashboards and reports for senior management.

Requirements

• Bachelor’s degree in Business, IT, or a related field.
• Minimum 5–8 years of experience in Customer Support, Service Operations, or Client Success.
• Proven experience leading multi-country support operations or offshore teams.
• Strong stakeholder management and communication skills across global markets.
• Proficiency in ticketing systems and CRM tools.

Benefits

• A clear path for career growth.
• Opportunity to shape the compliance framework for a growing international business.
• Supportive and collaborative environment.
• Direct impact on a fast-growing global company.