Customer Experience Specialist

Calo; Kuwait City; Hybrid; KWD 15,000 - 30,000; Full time

Job summary

A growing meal delivery app in Kuwait is seeking a Customer Experience Specialist to manage customer interactions, ensure quality support, and facilitate feedback. Candidates should have over a year of customer service experience, be fluent in Arabic and English, and be flexible for shift work. This role emphasizes empathy and proactive problem-solving in a fast-growing company environment.

Qualifications

• 1+ years of experience in customer service or support.
• Strong sense of ownership and customer advocacy.
• Fully flexible to work in a shift-based environment.

Responsibilities

• Manage escalations and collect customer feedback.
• Conduct interviews and organize focus groups.
• Respond to comments on social media.

Skills

Customer Service

Data Analysis

Intercom

Zendesk

Fluent in Arabic and English

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.

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.

Skills

What We’re Looking For

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

Ready to Join?

If this role excites you, and you see yourself matching at least 85% of the criteria above, what are you waiting for? Yalla, let’s gooo!