Head of Customer Service

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

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• Own the end-to-end Customer Experience strategy across all customer touchpoints, ensuring a seamless and consistent experience throughout the customer journey.
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• Design and implement scalable customer support operations capable of supporting rapid business growth.
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• Leverage AI, automation, and technology to transform customer support, reduce response times, improve resolution rates, and enhance customer satisfaction.
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• Evaluate, implement, and optimize AI-powered customer service solutions including chatbots, agent assist tools, knowledge management, workflow automation, and intelligent routing.
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• 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.
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• Partner closely with Product, Engineering, Operations, Compliance, Risk, Marketing, and Business teams to identify customer pain points and drive systemic improvements.
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• Translate customer feedback into actionable product and operational enhancements.
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• Build scalable self-service capabilities including help centres, FAQs, digital onboarding journeys, and customer education initiatives.
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• Lead digital transformation initiatives that improve efficiency while maintaining high-quality customer interactions.
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• Develop customer journey maps and identify opportunities to eliminate friction through process redesign and automation.
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• Build, lead, coach, and develop a high-performing Customer Experience team across multiple channels.
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• Establish quality assurance frameworks, coaching programs, and continuous improvement initiatives.
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• Drive workforce planning, productivity management, and service capacity forecasting.
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• Manage vendor relationships for customer support technologies and outsourced operations where applicable.
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• Ensure customer support operations comply with regulatory requirements, internal policies, and data privacy standards.
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• Prepare regular management reports and present customer insights, operational performance, and strategic recommendations to senior leadership.
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Preferred Qualifications

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• Bachelor's degree in Business, Technology, Engineering, or a related discipline. Master's degree is an advantage.
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• 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.
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• Proven experience leading Customer Experience transformation within fintech, banking, payments, telecom, e-commerce, or other high-growth technology businesses.
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• Demonstrated success implementing AI-driven customer service solutions and automation platforms.
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• Strong understanding of CRM platforms such as Salesforce, Zendesk, Freshdesk, Intercom, HubSpot, or similar customer engagement technologies.
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• Experience implementing conversational AI, workflow automation, knowledge management systems, and analytics platforms.
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• Strong analytical mindset with experience using customer data to drive business decisions.
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• Excellent stakeholder management skills with the ability to influence cross-functional teams.
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• Experience building high-performing customer support organizations from the ground up is highly preferred.
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• Knowledge of UAE financial services regulations and payments ecosystem would be an advantage.
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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:

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• How can AI solve this?
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• How can we automate this process?
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• How can we eliminate customer effort instead of adding more people?
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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.