Customer Experience Specialist

Calo Inc; Kuwait; On-site; KWD 15,000 - 30,000; Full time

Job summary

A local meal delivery service in Kuwait is seeking a Customer Experience Specialist to ensure customers feel heard and supported. The role will involve managing escalations, gathering feedback, and fostering relationships through direct support and social media engagement. Candidates should have at least 1 year of customer service experience and be fluent in Arabic and English while showing empathy and problem-solving skills. Flexibility for shift work is essential.

Qualifications

• 1+ years of experience in customer service or support.
• Fluent in Arabic and English (spoken and written).
• Familiarity with customer engagement platforms.

Responsibilities

• Conduct customer interviews to gather feedback.
• Act as the primary point of contact for escalated cases.
• Respond to comments on social media.

Skills

Empathy

Proactive problem-solving

Organizational skills

Customer advocacy

Flexibility

Tools

Intercom

Zendesk

Job description

About Calo

Calo is an app providing personalized meal plans for busy people through nutritional algorithms, built with love by chefs, nutritionists, and software engineers.

Launched in Bahrain in 2019, we have since expanded to 7 countries, delivered millions of meals to our customers, and are now expanding our mission of making healthy easy to retail and other verticals.

We're on a noble mission to make healthy easy. We think this is one of the most important problems to tackle in our world today. We have global ambitions - no small thinking here.

Why This Role Matters

Customers are at the heart of everything we do. This role ensures that Calo’s customers in Kuwait feel heard, supported, and valued, turning every interaction into a positive experience. You’ll be both the voice of the customer inside Calo and the face of Calo to customers, bridging feedback, problem-solving, and relationship building.

Role Overview

As a Customer Experience Specialist, you will be the local advocate for our customers in Kuwait. You’ll manage escalations, collect feedback, and ensure smooth communication between customers and our internal teams. From social media engagement to direct support via phone or chat, you’ll make sure that Calo’s high standards of care are upheld at every touchpoint.

P.S. This is a shift-based role with working hours between 7 AM and 11 PM. Flexibility is essential to support our customers when they need us most.

What You’ll Do

• Voice of the Customer
  • Conduct customer interviews via phone, video, or in-person.
  • Organize and facilitate customer focus groups.
  • Distribute surveys and analyze results for actionable insights.
  • Prepare weekly and monthly reports on metrics such as NPS, quality errors, refunds, etc.
• Escalations & Complaints Handling
  • Act as the primary point of contact for escalated cases in Kuwait.
  • Resolve issues with empathy, professionalism, and care.
  • Support live chat and phone inquiries when needed.
• Internal Communications
  • Share customer insights with GM, Marketing, Operations, Product, and Growth teams.
  • Report bugs, suggest feature enhancements, and provide structured feedback.
  • Collaborate with cross-functional teams to improve offerings and services.
• Social Media Engagement
  • Respond to comments and DMs on Calo’s Kuwait-based social media pages.
  • Represent Calo’s values and tone of voice consistently in all communications.

What We’re Looking For

• Nationality: Kuwaiti
• Experience: 1+ years of experience in customer service or support.
• Tools: Familiarity with Intercom, Zendesk, or similar platforms.
• Data: Comfortable using data to generate CX insights and reports.
• Cultural: Awareness of Kuwaiti culture and customer expectations.
• Flexibility: Must be fully flexible to work in a shift-based environment (between 7 AM and 11 PM, including weekends and holidays as scheduled)
• Ownership: Strong sense of ownership and customer advocacy.
• Languages: Fluent in Arabic and English (spoken and written).

Who You Are

• Empathetic, people-first, and passionate about helping others
• Calm and composed in stressful situations; resilient under pressure
• Proactive problem-solver with a solution-focused mindset
• Highly organized and detail-oriented, especially with sensitive info (pricing, nutrition)
• Positive team player with a strong growth mindset
• Excited to contribute to a high-growth, mission-driven company

The Hiring Journey

• Screening meeting with our TA team (30 mins)
• Technical interview with the hiring manager (30–60 mins)
• Culture-fit interview (30 mins)