Customer Care Manager

webook.com; Riyadh; On-site; SAR 240,000 - 360,000; Full time

Job summary

webook.com is Saudi Arabia's leading event ticketing and experience platform. We are seeking a Customer Care Manager to lead operations across our platform and client accounts, spanning multiple markets and languages.

The role demands a hands-on leader who can scale the operation while preserving exceptional customer experiences. The ideal candidate will own end-to-end function, including in-house team management, service quality, escalations, processes, reporting, systems, and outsourcing

Qualifications

• Bachelor's degree in business or similar field.
• Fluency in Arabic and English required.
• Proven experience leading customer care, contact centre, or CX operations.
• Experience managing both in-house teams and outsourced providers.
• Strong understanding of service levels, workforce planning, QA and performance management.

Responsibilities

• Lead day-to-day customer care operations across webook.com and client accounts.
• Manage, coach, and develop the in-house customer care team.
• Define team structures, shifts, workflows, escalation paths, and service standards.
• Develop and manage outsourcing and agency partnerships for global markets.
• Ensure coverage across markets, languages, time zones, major events, and high-demand periods.
• Oversee inquiries, complaints, refunds, booking issues, payments, and event-related concerns.
• Manage complex escalations.
• Establish and monitor KPIs (response time, resolution time, CSAT, backlog, quality, productivity).
• Build QA, training, and knowledge management processes.
• Collaborate with Product, Tech, Operations, Finance, Marketing, and Commercial teams to resolve issues.
• Identify opportunities to improve processes, systems, automation, and the customer journey.
• Provide regular performance reports and customer insights to leadership.

Skills

Bilingual Arabic/English

Analytical skills

Communication skills

Problem-solving skills

Performance management

Education

Bachelor Degree in Business

Tools

Ticketing systems

Automation tools

Reporting tools

Job description

Do you want to love what you do at work? Do you want to make a difference, an impact, transform peoples lives? Do you want to work with a team that believes in disrupting the normal, boring, and average?

If yes, then this is the job you're looking for , webook.com is Saudi's #1 event ticketing and experience booking platforms in terms of technology, features, agility, revenue serving some of the largest mega events in the Kingdom surpassing over 2 billion sales.

Role Overview :

webook.com is looking for a Customer Care Manager to lead customer care operations across webook.com, its clients, and global markets.

This role will own the function end to end, including in-house team management, service quality, escalations, processes, reporting, systems, and outsourcing strategy. The ideal candidate is a hands-on leader who can build a scalable operation while maintaining a consistently high customer experience.

Key Responsibilities:

• Lead the day-to-day customer care operation across webook.com and client accounts.


• Manage, coach, and develop the in-house customer care team.


• Define team structures, shifts, workflows, escalation paths, and service standards.


• Develop and manage outsourcing and agency partnerships for global markets.


• Ensure coverage across different markets, languages, time zones, major events, and high-demand periods.


• Oversee customer inquiries, complaints, refunds, booking issues, payments, ticket access, and event-related concerns.


• Manage complex and sensitive escalations.


• Establish and monitor KPIs including response time, resolution time, customer satisfaction, backlog, quality, and productivity.


• Build quality assurance, training, and knowledge management processes.


• Work closely with Product, Technology, Operations, Finance, Marketing, and Commercial teams to resolve recurring customer issues.


• Identify opportunities to improve processes, systems, automation, and the overall customer journey.


• Provide regular performance reports and customer insights to leadership.

• Bachelor Degree in Business or similar


• Fluency in both Arabic and English is required.


• Proven experience managing customer care, customer service, contact centre, or customer experience operations.


• Experience managing both in-house teams and outsourced service providers.


• Strong understanding of service levels, workforce planning, quality assurance, and performance management.


• Comfortable operating in a fast-paced, high-volume environment.


• Strong analytical, communication, and problem-solving skills.


• Experience with customer care platforms, ticketing systems, automation, and reporting tools.


• Experience in ticketing, entertainment, sports, events, e-commerce, travel, or technology is an advantage.