Customer Experience Lead

About Esqyre

Esqyre is developing a high-end mobility platform emphasizing reliability, discretion, and premium service. By integrating technology with expert chauffeuring, it delivers seamless experiences for private and corporate clients throughout the UAE.

Role Overview

We are seeking a Customer Experience Lead to oversee customer support and active ride operations within a 24/7 mobility service. This role involves direct management of customer communications, booking monitoring, resolving ride-related issues, and establishing effective processes to support growth.

Key Responsibilities

• Manage customer interactions across multiple channels including phone, WhatsApp, email, live chat, and in-app communications.
• Supervise scheduled, airport, VIP, corporate, and ongoing rides to ensure smooth operations.
• Handle delays, no-shows, location discrepancies, and errors in vehicle assignments.
• Process booking modifications, cancellations, added stops, and special requests efficiently.
• Resolve customer complaints, address payment issues, handle lost property cases, and execute service recovery strategies.
• Coordinate closely with chauffeurs and limousine partners.
• Develop and maintain customer support protocols, escalation matrices, and communication standards.
• Assist in onboarding and mentoring new Customer Experience team members.

Candidate Requirements

• At least three years’ experience in customer experience roles within hospitality, aviation, travel, mobility, or other premium service sectors.
• Proven ability to independently manage customer complaints and live operational issues.
• Fluency in spoken and written English with excellent communication skills.
• Strong decision-making ability, sense of responsibility, and meticulous attention to detail.
• Capacity to remain composed and make sensible decisions under pressure situations.
• Familiarity with CRM systems, booking platforms, WhatsApp, and spreadsheet tools.
• Flexibility to work in rotating shifts including weekends and public holidays.
• Preferred experience includes ride-hailing, limousine service operations, hotel guest relations, airline handling, or luxury transport.
• Knowledge of Arabic or other UAE local languages is advantageous.

Benefits and Compensation

• Lead a critical operational function within the company.
• Chance to influence and refine customer experiences from inception.
• Comprehensive medical coverage and employment benefits in the UAE.
• Access to professional-grade equipment and a conducive working environment.
• Prospects for career advancement aligned with company growth.

Salary ranges from AED 7000 to 9000 monthly, depending on experience and suitability.