Client Onboarding and Support Manager

We are seeking a highly organized, process-driven, and customer-focused Client Onboarding and Support Managerto oversee hotel client account setups and support operations. This role will include managing support through a proactive client-facing call centre once clients are live.Key Responsibilities Operational Oversight Review and validate all onboarding documents and data submitted by the Customer Success team.Ensure submitted client data is complete, accurate, and aligned with platform standards.Create and maintain onboarding SOPs, checklists, and internal documentation for process consistency and transparency.Task Management & Workflow Coordination Create structured tasks and subtasks in Jirafor each client account setup.Assign and manage tasks for the data entry team with clear instructions and deadlines.Monitor onboarding pipelines and track KPIs to ensure timely and successful account activations.Lead, mentor, and coordinate a team of data entry specialists.Set clear performance expectations and enforce SLA compliance.Conduct regular quality checks and audits to ensure platform configurations meet both internal standards and client requirements.Client Support via Call Centre Manage and scale a proactive client-facing support operation via a call centre.Ensure timely, empathetic, and professional resolution of client inquiries and issues.Analyse order trends to identify recurring issues and implement preventative solutions.Develop training, scripts, and playbooks for support staff to ensure consistent service delivery.Required Qualifications Proficiency in both Arabic and English (spoken and written).Experience in onboarding coordination, customer support, operations, or workflow management (preferably in Saa S or hospitality).Experience with project management and task tracking tools (e.g., Jira, Asana, Trello).Experience in managing remote or cross-functional teams.Excellent communication, documentation, and QA skills.Strong analytical mindset and attention to detail.Bachelor’s degree in business, Hospitality, Operations Management, or a related field.Nice to Have Exposure to multilingual content management and localization.Familiarity with service catalogues (e.g., menus, pricing tables) used in hospitality operations.Background in hospitality, travel tech, or service-driven Saa S platforms.Seniority level Seniority level Mid-Senior level Employment type Employment type Full-time Industries Software Development Referrals increase your chances of interviewing at The Digital Hotelier by 2x Sign in to set job alerts for “Client Support Manager” roles.Dubai, Dubai, United Arab Emirates 21 hours ago Dubai, Dubai, United Arab Emirates 8 hours ago Client Servicing Manager - Interior Fit Out Corporate Bank - Customer Service Manager - Associate / Assistant Vice President Client Relationship Manager, dnata Air Representation Services Manager – Customer Care MIS and Reporting - Dubai Holding Real Estate Central Reservation & Customer Service Manager Assistant Manager -Customer Experience (UAE Nationals Only)Guest Experience Supervisor - Holiday Inn & Staybridge Suites Dubai Business Bay FIS Balance Sheet Manager -Banking Domain with Home Finance Operations Manager- Mortgage Brokerage Company B2B & Product Marketing Director - CEMEARelationship Manager - EDGE (Retail Banking Group)Dubai, Dubai, United Arab Emirates 19 hours ago We’re unlocking community knowledge in a new way. Experts add insights directly into each article, started with the help of AI. #J-18808-Ljbffr