Customer Care Manager

Webook; Riyadh; On-site; SAR 201,000 - 335,000; Full time

Job summary

Webook is seeking a hands-on Customer Care Manager to lead operations across Webook and client accounts in Saudi Arabia. You will own the function end to end, including team management, service quality, escalations, processes, reporting, and outsourcing strategy.

The ideal candidate builds a scalable operation while maintaining a high customer experience, partnering with Product, Tech, Operations, Finance, Marketing and Commercial teams to resolve issues and improve journeys across markets.

Qualifications

• Bachelor's degree in business or a related field.
• Fluency in Arabic and English is required.
• Proven experience leading customer care or CX operations.
• Experience managing both in-house and outsourced teams.
• Strong knowledge of SLAs, workforce planning and QA.

Responsibilities

• Lead day-to-day customer care operations across Webook and client accounts.
• Coach and develop the in-house customer care team.
• Define team structures, shifts, workflows, escalation paths and service standards.
• Develop outsourcing partnerships for global markets.
• Ensure coverage across markets, languages and time zones.
• Oversee inquiries, complaints, refunds, bookings, payments and event-related concerns.
• Manage complex and sensitive escalations.
• Establish and monitor KPIs including response time, resolution time, CSAT, backlog and productivity.
• Build QA, training and knowledge management processes.
• Work with Product, Technology, Operations, Finance, Marketing and Commercial to resolve issues.
• Identify opportunities to improve processes, systems, automation and the customer journey.
• Provide regular performance reports and customer insights to leadership.

Skills

Customer care management

Team leadership

Escalation management

Service quality

Process improvement

Education

Bachelor degree in Business or related field

Tools

Ticketing systems

Automation tools

Reporting tools

Job description

Role Overview

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

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

b Key Responsibilities b

• 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

Qualifications

• Bachelor Degree in Business or similarFluency 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