Customer Service Manager

About the role

We are seeking a Customer Service Manager to lead our remote reservation team at You+Baby Studio, an all‑women photography studio operating in Dubai, Abu Dhabi and Doha. The role is fully remote and will support the company’s expansion across the MENA region while maintaining high service standards.

Key responsibilities

• Manage, train and coach a distributed reservation agent team.
• Plan shift rotas and ensure coverage across UAE and Qatar business hours.
• Monitor response times, booking follow‑ups and rescheduling to meet agreed standards.
• Handle escalated client complaints and complex rescheduling cases.
• Drive upselling of sessions, products and prints and track sales results.
• Report monthly on team performance, client feedback and recurring issues.
• Onboard and train new agents as the business enters new markets.

Required profile

• Minimum 3 years of customer service experience, including 1–2 years in a managerial role.
• Fluent English (written and spoken); Arabic is a plus.
• Proven experience managing remote teams.
• Calm, professional demeanor with emotionally sensitive clients.
• Reliable laptop, high‑speed internet and flexibility to work rotating shifts, including some weekends.

Required skills

• Booking systems
• CRM platforms
• Spreadsheets (e.g., Excel)

What we offer

• Salary commensurate with experience and expectations.
• Fully remote work.
• 30 paid calendar days annually.
• Two full days off each week on a rotating monthly schedule.
• Growth opportunities as we expand across the MENA region.