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Head of Customer Service
Full-time
About Huru:
Huru is a regulated fintech company licensed by the Central Bank of the UAE, building financial solutions that make banking and payments simpler, faster, and more accessible. We are on a mission to serve the underbanked workforce through innovative payment products, payroll solutions, remittances, and embedded financial services.
As we continue to scale, we're looking for a
Head of Customer Experience
who can redefine how customers interact with Huru by combining exceptional customer-centric thinking with technology, automation, AI, and operational excellence.
Key Responsibilities
Own the end-to-end Customer Experience strategy across all customer touchpoints, ensuring a seamless and consistent experience throughout the customer journey.
Design and implement scalable customer support operations capable of supporting rapid business growth.
Leverage AI, automation, and technology to transform customer support, reduce response times, improve resolution rates, and enhance customer satisfaction.
Evaluate, implement, and optimize AI-powered customer service solutions including chatbots, agent assist tools, knowledge management, workflow automation, and intelligent routing.
Build a data-driven CX function by defining and monitoring KPIs such as CSAT, NPS, CES, SLA adherence, First Response Time (FRT), Average Resolution Time (ART), First Contact Resolution (FCR), and customer retention.
Partner closely with Product, Engineering, Operations, Compliance, Risk, Marketing, and Business teams to identify customer pain points and drive systemic improvements.
Translate customer feedback into actionable product and operational enhancements.
Build scalable self-service capabilities including help centres, FAQs, digital onboarding journeys, and customer education initiatives.
Lead digital transformation initiatives that improve efficiency while maintaining high-quality customer interactions.
Develop customer journey maps and identify opportunities to eliminate friction through process redesign and automation.
Build, lead, coach, and develop a high-performing Customer Experience team across multiple channels.
Establish quality assurance frameworks, coaching programs, and continuous improvement initiatives.
Drive workforce planning, productivity management, and service capacity forecasting.
Manage vendor relationships for customer support technologies and outsourced operations where applicable.
Ensure customer support operations comply with regulatory requirements, internal policies, and data privacy standards.
Prepare regular management reports and present customer insights, operational performance, and strategic recommendations to senior leadership.
Preferred Qualifications
Bachelor's degree in Business, Technology, Engineering, or a related discipline. Master's degree is an advantage.
8-10 years of progressive experience in Customer Experience, Customer Support, Customer Operations, or Service Delivery, with at least 5 years in a leadership role.
Proven experience leading Customer Experience transformation within fintech, banking, payments, telecom, e-commerce, or other high-growth technology businesses.
Demonstrated success implementing AI-driven customer service solutions and automation platforms.
Strong understanding of CRM platforms such as Salesforce, Zendesk, Freshdesk, Intercom, HubSpot, or similar customer engagement technologies.
Experience implementing conversational AI, workflow automation, knowledge management systems, and analytics platforms.
Strong analytical mindset with experience using customer data to drive business decisions.
Excellent stakeholder management skills with the ability to influence cross-functional teams.
Experience building high-performing customer support organizations from the ground up is highly preferred.
Knowledge of UAE financial services regulations and payments ecosystem would be an advantage.
What We're Looking For
We are
not
simply looking for someone who has managed large contact centres.
We're looking for a leader who has repeatedly asked:
How can AI solve this?
How can we automate this process?
How can we eliminate customer effort instead of adding more people?
The ideal candidate has successfully transformed customer operations using modern technology, AI, automation, and data to create world-class customer experiences while improving operational efficiency.
If you've built intelligent, scalable, technology-first CX functions that customers genuinely love, we'd love to speak with you.
