Customer Care Manager

webook.com; Riyadh; On-site; SAR 180,000 - 280,000; Full time

Job summary

webook.com is seeking a Customer Care Manager to lead operations across the platform, its clients, and global markets. The role encompasses end-to-end responsibility, in-house team management, service quality, escalations, processes, reporting, systems, and outsourcing strategy.

The ideal candidate is a hands-on leader with experience managing both in-house and outsourced teams, fluent in Arabic and English, and skilled at designing scalable customer care operations while delivering excellent

Qualifications

• Proven experience managing customer care or contact centre operations.
• Experience managing both in-house teams and outsourced service providers.
• Strong understanding of SLAs, workforce planning, QA and performance management.
• Ability to operate in fast-paced, high-volume environments.
• Experience with ticketing, entertainment, events or e-commerce is a plus.

Responsibilities

• Lead day-to-day customer care operations across webook.com and client accounts.
• Define team structures, shifts, workflows, and service standards.
• Develop outsourcing partnerships for global markets.
• Monitor KPIs like response time, resolution time, CSAT, backlog.
• Collaborate with Product, Tech, Ops, Finance, Marketing, and Commercial teams.
• Provide regular performance reports and customer insights.
• Identify opportunities to improve processes and the customer journey.
• Manage escalations including complex and sensitive cases.

Skills

Arabic language

English language

Customer care leadership

Team development

Process improvement

Education

Bachelor degree in Business or similar

Tools

Ticketing systems

Automation tools

Reporting tools

CRM platforms

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

Requirements

• 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