Senior Manager Customer Support

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Kayana is one of the fastest-growing companies, empowering small and medium-sized businesses with cutting-edge technology to compete with larger enterprises in the ordering and payments space. As a disruptive force in the industry, we provide everything from essential point-of-sale systems to advanced solutions like self-service kiosks, enabling brands to scale and succeed.

Our mission is simple:
to help businesses thrive through innovative technology
. With operations across the USA, UK, Europe, Australia, and the Middle East, Kayana is proud to foster an inclusive and dynamic culture. Every employee is supported with a personalized development plan, offering clear and achievable career paths for long-term growth.

We are seeking a Senior Manager Customer Support based in our Dubai office to lead Kayana’s Customer Support function globally
. This role is key to ensuring an exceptional post-sales experience — handling client queries, menu setups, troubleshooting, and ensuring timely resolution of operational or technical issues.

The ideal candidate will have experience leading international support operations within a fast-paced SaaS or hospitality technology environment, ensuring exceptional service delivery to clients across multiple time zones and regions.

• Serve as the primary escalation point for all global client support issues, ensuring swift and accurate resolutions.
• Oversee the end-to-end client lifecycle post-implementation — including menu configuration, kiosk setup, system updates, and troubleshooting.
• Ensure service excellence and adherence to SLAs across all markets.
• Build strong client relationships through proactive communication, performance reviews, and service improvement plans.
• Monitor global client satisfaction (CSAT/NPS) and drive initiatives for continuous improvement.

• Lead, coach, and mentor the India-based Customer Support team
  .
• Establish KPIs, SLAs, and escalation frameworks across all support channels.
• Oversee shift scheduling, workforce planning, and performance tracking aligned with global business hours.
• Drive team capability-building through ongoing training, knowledge-sharing, and career development initiatives.

• Collaborate with Product, Technology, and Implementation teams to resolve complex issues and improve system functionality.
• Work closely with Sales, Account Management and Finance teams to ensure smooth client onboarding and strong post-sales support.
• Provide structured feedback to the Development and Product teams based on client insights, feature requests, and recurring issues.
• Produce monthly performance dashboards and reports for senior management.

• Bachelor’s degree in Business, IT, or a related field.
• Minimum 5–8 years of experience in Customer Support, Service Operations, or Client Success
  , ideally within a SaaS, POS, or hospitality-tech environment.
• Proven experience leading multi-country support operations or offshore teams
  .
• Strong stakeholder management and communication skills across global markets.
• Proficiency in ticketing systems and CRM tools
  .
• Analytical mindset with strong ability to track and interpret performance metrics.
• Excellent organizational skills and the ability to manage competing priorities in a fast-paced environment.
• Experience managing 24/7 or regionally distributed support operations preferred.

At Kayana, you’ll be part of a fast-growing global company where your contributions will make a direct impact.

We offer:

• A clear path for career growth.
• The opportunity to set up and shape the compliance framework for a growing international business.
• A supportive and collaborative environment where your success is celebrated.

Associate

Full-time

Administrative and Customer Service

Technology, Information and Internet