Customer Success Supervisor Dubai UAE Full-time

This role leads a team of customer success agents handling air, sea, and land freight shipments for industrial sector clients, therefore ensuring high‑quality service delivery and fostering long‑term customer relationships. You will act as the focal point for freight shipping requests, manage end‑to‑end shipment lifecycles, and proactively inform customers on status, exceptions, and incident solutions. Consequently, your supervision of KPIs, SLAs, complaints, and claims directly drives customer satisfaction and retention while serving US‑based clients on US working hours.

Key Responsibilities

• Supervise, coach, and support customer service executives handling air, sea, and land freight shipments, therefore ensuring consistent service quality.
• Act as the focal point for customer freight shipping requests within the industrial sector, assisting with shipment status, outstanding shipments, and tracking.
• Manage end‑to‑end shipment lifecycles, liaising with all internal and external stakeholders (pricing, billing, operations, carriers).
• Proactively inform customers on shipment status, exceptions, and provide intermediate updates on incident solutions.
• Take and handle customer inquiries including track and trace requests. Therefore, take and register all customer complaints, driving solutions directly or assigning tasks to other functions.
• Be responsible for all KPIs and SLAs agreed with allocated customers, ensuring seamless transactions by liaising with Pricing and Billing teams.
• Act as the first contact point for customer claims, supporting notification and reception, providing claims documents, collecting required documents from claimants, and handing over to specialised claims handlers when complete.
• This role serves US‑based clients, therefore working hours are based on US timing.

Requirements & Qualifications

• 3–5 years of experience in customer success, account management, or a related field, preferably in logistics or supply chain.
• Bachelor’s degree in Business Administration, Communication, or a related discipline.
• Knowledge of logistics and supply chain operations, including air, sea, and land freight.
• Familiarity with CRM tools (Salesforce) and customer support platforms.
• Strong customer‑oriented mindset with proven ability to handle complaints, claims, and escalations.
• Leadership behaviours: building outstanding teams, collaboration, execution & accountability, external focus, growth mindset, inclusion, innovation, setting clear direction, simplification.
• Excellent adaptability, analytical, communication, problem‑solving, and project management skills.
• Willingness to work US hours (evening/night shifts in UAE) to support US‑based clients.

What You’ll Gain

• Opportunity to lead a customer success team at Aramex, a global leader in logistics and transportation, serving industrial sector clients across air, sea, and land freight.
• Competitive tax‑free monthly salary (AED 12,000–18,000) plus medical insurance, annual flight allowance, and end of service gratuity.
• Exposure to end‑to‑end shipment lifecycle management, KPI/SLA governance, and claims handling in a dynamic, cross‑functional environment.
• Unique experience managing US‑based client relationships on US hours, therefore building international logistics expertise and career growth potential.