What Jobs are available for Helpdesk Lead in the United Arab Emirates?

• Deliver exceptional customer service by assisting clients promptly and professionally.
• Provide accurate information and support to customers to help them navigate services and procedures.
• Ensure all data entry is completed with 100% accuracy across all applications.
• Meet or exceed monthly processing targets (e.g., 250 applications per month).
• Assist in onboarding and mentoring new team members, setting a strong example of professionalism and work ethic.
• Provide support during periods of absence (sick leave or annual leave) to maintain smooth service operations.
• Maintain a high level of service quality and customer satisfaction at all times.

Experience Required:

• 1–2 years of experience in customer service, administration, or government service support.

Education & Qualifications:

• UAE national with valid UAE passport and family book.
• High school diploma or bachelor's degree.
• Strong understanding of UAE government processes and service center operations.
• High attention to detail and commitment to accuracy in data entry.
• Strong organizational and time management skills; able to handle multiple tasks efficiently.
• Capable of working independently and collaboratively within a team setting.
• Proficiency in both Arabic and English communication.
• Excellent interpersonal skills with a proactive approach to problem-solving.

Additional Requirements:

• Flexibility to support different shifts or roles as needed to ensure continuous service.
• Positive attitude and dedication to delivering outstanding client experiences.

Who we are:

GMG is a global well-being company retailing, distributing and manufacturing a portfolio of leading international and home-grown brands across sport, everyday goods, health and beauty, properties and logistics sectors. Under the ownership and management of the Baker family for over 45 years, GMG is a valued partner of choice for the world's most successful and respected brands in the well-being sector. Working across the Middle East, North Africa, and Asia, GMG has introduced more than 120 brands across 12 countries. These include notable home-grown brands such as Sun & Sand Sports, Dropkick, Supercare Pharmacy, Farm Fresh, Klassic, and international brands like Nike, Columbia, Converse, Timberland, Vans, Mama Sita's, and McCain.

What you'll be doing:

The Support Engineer will provide technical assistance and troubleshooting for end-users, ensuring the smooth operation of desktop, laptop, and peripheral systems. The role involves resolving hardware and software issues, managing user accounts, and maintaining IT assets and documentation. This position requires a customer-focused professional with strong problem-solving skills and a solid understanding of desktop support tools and technologies. The engineer will collaborate with IT teams to enhance system efficiency and provide a seamless user experience.

Job Description:

End-User Support:
- Provide on-site and remote support for desktop/laptop systems, printers, and other peripherals.
- Address user inquiries, troubleshoot technical issues, and resolve problems in a timely manner.
System Maintenance:
- Perform regular system updates, software installations, and patches.
- Ensure anti-virus and endpoint security measures are active and up to date.
Troubleshooting and Repairs:
- Diagnose and resolve hardware failures and software malfunctions.
- Coordinate with vendors for hardware replacements and warranty claims when required.
User Account Management:
- Assist in managing user accounts, permissions, and access to resources in Active Directory or equivalent systems.
- Support on-boarding and off-boarding processes, ensuring proper IT setup for new and departing employees.
Documentation:
- Maintain records of support tickets, troubleshooting steps, and resolutions.
- Document IT processes, FAQs, and guides for end-users.
IT Asset Management:
- Track and maintain IT equipment inventory.
- Support asset deployment and reclamation as needed.
Collaboration:
- Work closely with IT teams to address escalated issues and participate in IT projects.
- Provide training to users on basic IT processes and tools.

Functional/Technical Competencies:

Proficiency in Windows OS (7, 10, 11) and/or macOS troubleshooting.
Basic networking knowledge (IP, DNS, DHCP, VPN).
Familiarity with IT tools like ticketing systems, remote support tools, and monitoring software.
Hands-on experience with Active Directory and Office 365 administration.

Experience:

2–3 years of experience in desktop support, IT helpdesk, or similar roles.

Why Join GMG?

At GMG, we're dedicated to nurturing a vibrant, inclusive, and engaging work environment that promotes growth, innovation, and well-being. Join us in our mission to inspire victories that make the world better – for our team, our consumers, and our communities.

If you're seeking a challenging role where you can make a significant impact, we'd love to hear from you. Apply today to become a part of our journey.

What we offer?

• An opportunity to become part of diverse teams with international exposure
• Comprehensive medical insurance for self
• Residency sponsorship and flight allowances for self
• Up to 30% discount in our premium retail sports brand stores
• Up to 20% discount in our pharmacy chain

Location: EMEA

Team: Customer Support

Role: Technical Customer Support (EMEA - Arabic Speaker)

Mode: Remote

Founded in Hong Kong in early 2017, Respond.io is a pioneering Business Messaging platform that seamlessly unifies customer communication across instant messaging, web chat, and email. Our excellence has been recognized by G2 and honoured with the SME100 Award, underscoring our rapid growth and innovative solutions. Operating in 127 countries and dominating key markets in LATAM, EMEA, and APAC, we serve an impressive roster of industry-leading clients.

Our workforce is a testament to our global reach, with remote workforce and employees from all around the world, contributing to our diverse and inclusive culture. At Respond.io, we are not just a platform—we are a movement, pushing the boundaries of customer communication for tech-savvy organizations worldwide. Join us, and be part of a team that is shaping the future of business messaging!

At Respond.io, Technical Customer Support are pivotal to our company’s success. You will be the go-to resource for our valued customers to obtain clarification when needed, provide best solution, and support any technical matters. In this role, your main priority is to drive excellent support and maintain customer satisfaction.

• Deliver high-quality support to customers of our SaaS product
• Communicate and respond to varied technical business solutions to customers in a team environment, using our shared inbox tool to assist with customer inquiries
• Resolve customer inquiries in a timely manner using full understanding of the product value, functions, features, and customer’s business needs
• Monitor common customer questions/concerns and partner with cross-functional teams to suggest solutions
• Empower customers to self-serve and help users navigate our on-demand success resources
• Work collaboratively across teams — Customer, Marketing, Product, and Tech — to solve complex problems
• Provide customer support via multiple channels including chat, and video calls

• 2+ years of experience in a Customer Support role preferably in a SaaS or IT company
• Experience in at least one of the following : API integrations, WhatsApp API, or Agentic AI
• Excellent communication skills in Arabic and English, and the proven ability to understand customer’s inquiries
• Ability to clearly explain complex ideas verbally and in writing
• Ability to dig deeper to uncover customer’s true objectives
• High level of empathy - it’s important for our Customer Support Associate to be a good person to peers and customers
• Able to work in a fixed shift
• Team-oriented mindset with a “thirst for more” attitude — always eager to learn, improve, and take on new challenges

• You will become part of an amazing culture with smart, collaborative teammates who actually care about each other's growth and success.
• You will grow more here than you would anywhere else, that is a promise.
• Virtual events like Talent Shows, Among Us nights, and online game sessions to keep the fun going, no matter where you are!
• We offer a highly competitive compensation package.
• You'll receive a medical allowance to support your health and wellness needs.
• Flexible working environment that fit your lifestyle, wherever you're based.

About Wahed:

We have a passion to reduce financial inequality and exclusion by building world leading financial products and services aimed at giving access to all. We are a New York headquartered Financial Technology (FinTech) company focused on serving values-based (shariah compliant) digital financial services to retail clients globally, starting with wealth management. We have an impressive global team aligned with this purpose and are looking for trail blazers in their fields that will take our customer delivery to new levels. We can promise you a digital first and truly international culture, as well as a fascinating immersion into the world of FinTech and Islamic finance.

The Client Support Agent will be responsible for ensuring that all clients receive the support and attention they require, while also proactively finding new ways to improve our processes. This will not be a typical client support role. Although responding to LiveChat, support emails and calls will be a vital part, the candidate will also need to show creativity to come up with solutions that enable us to reach our end goal in less time, which is to onboard clients in a seamless manner.

• First point of contact for our clients on live chats, calls and support emails
• Ensures that all communication is compliant with financial regulations. This is absolutely top priority
• Comfortable in taking full ownership of client experience and support
• Candidates will be trained to be able to provide the necessary support to clients without breaching any regulatory restrictions. The candidate must always follow best practices
• Responsible for managing client complaints and responding to client inquiries by coordinating with the different teams and area owners (operations, product, marketing etc)
• Ensures that open tickets are closed within the approved SLA’s
• Proactively find new ways to improve efficiency and overall processes
• Provide regular updates and reports to management on performance
• Ability to multitask and meet tight deadlines

• Excellent English writing and speaking skills
• 2-4 years of work experience preferably in Customer services
• Available to work evenings and weekends as per the schedule/shift rotation
• Previous experience in CRM systems like Zendesk is a plus

Overview

We are looking for a dedicated and customer-focused Customer Support Officer to join our team. The ideal candidate will be responsible for assisting customers with their inquiries, resolving issues, and ensuring a positive customer experience.

1. Customer Assistance: Provide prompt and courteous assistance to customers via phone, email, and chat, addressing their inquiries, concerns, and requests.
2. Issue Resolution: Effectively resolve customer issues, complaints, or product-related problems while adhering to company policies and procedures.
3. Product Knowledge: Develop and maintain a deep understanding of our products/services to provide accurate information and advice to customers.
4. Documentation: Maintain accurate and detailed records of customer interactions, including the nature of the inquiry and the resolution provided.
5. Feedback Handling: Collect and document customer feedback and suggestions, sharing this valuable information with relevant departments to improve products and services.
6. Quality Assurance: Ensure the quality of service meets or exceeds company standards by adhering to established support processes and guidelines.
7. Team Collaboration: Collaborate with other customer support team members and departments to resolve complex issues and share best practices.
8. Training: Stay up-to-date with product knowledge and customer support best practices through regular training sessions and resources.

• High school diploma or equivalent (Bachelor's degree in a related field is a plus).
• Previous experience in a customer support role is preferred but not mandatory.
• Excellent communication skills, both written and verbal.
• Empathetic and patient approach to handling customer inquiries and complaints.
• Strong problem-solving skills and the ability to think on your feet.
• Proficiency in using customer support software and tools.
• Ability to work well in a team and adapt to a fast-paced environment.
• Strong attention to detail and organization.

• Competitive salary.
• Health and dental insurance.
• Professional development opportunities.
• Friendly and collaborative work environment.
• Opportunities for career growth within the company.

If you are a dedicated and customer-oriented individual ready to contribute to our mission of providing exceptional customer support, please submit your resume and a cover letter explaining why you are the right fit for this role.

As a Customer
Success Analyst, you will be responsible for resolving customer care queries
around transaction-related issues, account issues, and product understanding
issues as the first point of contact for our corporate customers. You will
address customer queries while navigating multi-geography complexities,
including regional regulatory nuances and time zone differences. All this
should be done displaying professionalism, exercising agility, adapting
behavior, and implementing feedback.
You will also work cross-functionally with other verticals to
address customer case queries, refine customer query handling and enable
closed-loop feedback for better engagement and continuous improvement.
Additionally, you’ll coordinate with financial service providers across regions
on a case-by-case basis, to resolve escalated issues, ensuring alignment with
established protocols. You will compile and update performance summary KPIs
(e.g., resolution rates), to ensure consistency in performance and scope for
improvement. You will leverage the required tools and performance metrics to
ensure a data-driven approach to customer service excellence.
·
Key daily
activities around customer servicing in the region for corporate customers will
require the analyst to:
o Address and provide the best possible solution on a first contact
resolution basis for queries pertaining to transaction issues (issues during or after the transaction, any issue
with an ongoing transaction), account-related issues ( issues with customer account access), platform/technical issues
(issues with accessing or using the platform) or basic product understanding
(confusion about platform features, terminology, or layout)
o Respond to customer queries with a sense
of urgency, in line with policy guidelines
o Provide multi-channel support to customers and escalate complex
issues across geographies, ensuring consistent service delivery
o Use various tools and software for swift query resolution
·
Develop a
thorough understanding of the customer servicing module and maintain up-to-date
knowledge of the platform’s features and functionalities
·
Monitor emails, call and chat inquiries from customers along with key
progress/update on each
·
Collaborate
with relevant teams, as needed, to gather additional details for effectively
addressing customer queries. Support the closed-loop feedback process by
working with Product, Operations & Administrative Services, Technology, and
Client Coverage & Advisory teams to enhance customer engagement and
identify potential improvements
·
Provide/upload
daily reports on key customer service metrics, including region-specific trends
and escalations (e.g., first response time) to ensure performance consistency
and efficiency
·
Escalate
complex customer care issues on an urgent basis to the relevant stakeholders in
alignment with regional protocols and compliance standards
·
Question
existing practices and drive innovation to in user support strategies and
operational processes
·
Always act as
an ambassador for DP World when working; promoting and demonstrating positive
behaviors in harmony with DP World’s Founder’s Principles, values and culture;
understanding and following DP World’s Code of Conduct and Ethics policies
·
Perform other
related duties as assigned
* Qualifications *
·
A bachelor’s
degree along with prior experience (1-2 years) in a customer-facing role in the
financial services or payments industry
·
Proficiency
in English and the relevant regional language(s)
·
Experience
working with customers across multiple geographies or in a global team is
highly desirable
·
Exceptional
verbal, written, social and interpersonal skills, as well as expertise in
building long-term strategic relationships
·
Skilled and
experienced at understanding customers’ issues and recommending appropriate
solutions
·
Strong client
services orientation: listening, critical thinking, analytical skills, and a
high degree of empathy
·
Ability to
thrive in a multi-tasking environment and can adjust priorities on-the-fly
while still having the ability to focus on details
·
Ability to quickly
adapt to new tools, processes, and customer engagement strategies
·
Experience
working in a digital payments company or fintech involved in cross border
transaction would be a plus

·
Experience
working in a B2B setup would be a plus

The Customer Support Representative will be the first point of contact for customers, ensuring exceptional service by addressing inquiries, resolving complaints, and providing accurate information regarding company products and services. The role requires strong communication skills, patience, problem-solving ability, and a customer-first mindset.

Handle inbound and outbound calls, emails, and chat support to assist customers with queries and requests.

Resolve product or service-related issues promptly while maintaining professionalism and empathy.

Record and update customer interactions, feedback, and resolutions in the CRM system.

Escalate complex or unresolved issues to the appropriate team or supervisor.

Maintain a high level of product knowledge to deliver accurate information and support.

Achieve performance metrics including response time, resolution time, and customer satisfaction scores.

Follow up with customers to ensure satisfaction and maintain strong relationships.

Adhere to company policies, compliance guidelines, and service-level agreements.

Provide suggestions for process improvements and contribute to a positive team environment.

Bachelor’s degree or diploma in any discipline.

Proven experience (1–3 years) in customer support, call center, or client service roles.

Fluency in English (both spoken and written). Knowledge of Arabic or Hindi/Tamil/Malayalam will be an added advantage.

Excellent verbal and written communication skills.

Strong interpersonal and problem-solving abilities.

Proficiency in MS Office and experience with CRM/ticketing tools.

Ability to multitask, prioritize, and work effectively under pressure.

Active listening skills with patience and empathy to handle customer concerns.

Strong teamwork and collaboration abilities.

Company Description

Veremark is a global HR tech scale-up on a mission to help the world trust faster.

We started with background and reference checking, pioneering an entirely new approach through Verepass – a blockchain solution which facilitates instant verification by enabling candidates to own, manage, and share their securely-held and verified career credentials.

We launched our second product in 2024 – a Whistleblowing platform with end-to-end encryption enabling employees to report issues safely and anonymously.

Recognised as one of the fastest-growing UK and European startups, Veremark has earned a place in Deloitte Fast 50 / 500, Sifted 100, Future Fifty 2.0, FT1000, and TECH5 – testament to our innovative approach and rapid growth journey.

We are seeking an experienced and strategic Global Customer Support Manager to lead our support operations and elevate our service experience for both clients and candidates. This role is central to ensuring that every inbound interaction is resolved efficiently, while also driving proactive improvements through data, insights, automation, and content. You will play a key role in improving retention and growth, especially within our non-account managed client base.

Responsibilities

Customer Support Leadership

• Lead, manage, and scale a high-performing global customer support team across multiple time zones.
• Oversee all client and candidate inbound queries across multiple channels (e.g., email, live chat, helpdesk). Determine the allocation of resources across each.
• Ensure high standards of responsiveness, professionalism, and customer satisfaction in every interaction.

Performance Measurement & Optimisation

• Define and track key performance indicators (KPIs) including response time, resolution time, CSAT, and first contact resolution.
• Use real-time dashboards and periodic reports to monitor performance and make data-driven decisions.
• Conduct regular team reviews and coaching sessions to drive continuous improvement.

Insights & Content Development

• Identify recurring themes and trends from customer interactions.
• Collaborate with Product, Marketing, and Knowledge Management teams to develop
• FAQs, help center articles, automated responses, and onboarding materials to pre-empt and reduce support volumes.
• Build and maintain a living content library that empowers users to self-serve.

Process Innovation & Automation

• Identify opportunities for automation using tools such as chatbots, AI-driven ticketing systems, and workflow automation platforms.
• Work closely with engineering and product teams to implement scalable support solutions.
• Optimise internal workflows to improve agent productivity and operational efficiency.

Revenue Growth Support

• Support the growth of the non-account managed client revenue base by delivering an outstanding support experience that drives retention and upsell opportunities.
• Partner with Marketing and Sales to identify support-led customer engagement tactics (e.g., onboarding support, feature education).
• Implement feedback loops that inform product and service improvements for long-tail clients.

Essential:

• Proven experience in a customer support leadership role, ideally within a tech-enabled service business.
• Demonstrated success in managing high-performing global support teams.
• Deep understanding of support technologies, ticketing systems, and customer communication tools (e.g., Hubspot, Zendesk, Intercom, Freshdesk).
• Strong analytical skills; comfortable with data analysis and performance reporting.
• Proven experience building and managing support content and self-service knowledge bases.
• Excellent written and verbal communication skills.
• Passionate about delivering exceptional customer experiences.

Preferred:

• Experience in background screening, HRTech, or B2B SaaS industries.
• Familiarity with customer success strategies for long-tail or non-managed accounts.
• Knowledge of automation tools and AI integration in customer support.

We are a global scale-up with ~200 people spread across the world. We value Trust, Integrity, Data and Experience in everything we do – from the way we collaborate to the products we create.

Having been ranked in Deloitte Fast 50 UK / Fast 500 EMEA, Sifted 100, Future Fifty 2.0, FT1000, and TECH5, we’re looking for brilliant people, fast thinkers and passionate change-drivers to help shape the future of background screening and HR technology.