Customer Care Manager

Ethra Human Resources; Riyadh; On-site; SAR 150,000 - 200,000; Full time

Job summary

A leading human resources firm in Riyadh is seeking a highly motivated Customer Care & Complaints Manager to enhance support operations and customer experience. The ideal candidate will have 3–5 years of management experience, preferably in fintech or banking, and strong communication skills. This role focuses on ensuring quality service and compliance with SAMA regulations. Competitive salary and benefits included.

Qualifications

• 3–5 years in customer service management.
• Experience in fintech or banking is preferred.
• Fluent in Arabic and good English skills.

Responsibilities

• Build and optimize customer service policies and procedures.
• Handle escalated complaints and ensure timely resolutions.
• Ensure compliance with SAMA complaint handling regulations.

Skills

Customer service management

Strong communication skills

Quality assurance

Education

Bachelor's Degree in Business, IT, or related field

Tools

Zendesk

ZohoDesk

Job description

We are seeking a highly motivated Customer Care & Complaints Manager to lead our support operations and ensure exceptional customer experience. The ideal candidate will manage a team handling customer inquiries and complaints, with a focus on quality, responsiveness, and compliance with SAMA regulations. This role requires prior experience in fintech or banking, strong communication skills, and hands‑on familiarity with CRM tools like Zendesk or ZohoDesk. The candidate will be responsible for setting service standards, improving internal processes, and reporting key KPIs.

Responsibilities

• Build and optimize customer service policies and procedures
• Handle escalated complaints and ensure timely resolutions
• Ensure compliance with SAMA complaint handling regulations
• Track KPIs like CSAT, resolution time, and SLA compliance
• Collaborate with technical, product, and legal teams on service improvement
• Maintain customer feedback loops and suggest enhancements
• Prepare regular reports and present findings to senior management

Requirements

• Experience: 3–5 years in customer service management
• Preferred Industry: Fintech / Banking / Lending / Regulated Services
• Language: Arabic (Fluent), English (Good)
• Tools: CRM, Helpdesk Platforms (Zendesk, ZohoDesk, etc.)
• Education: Bachelor's Degree (Business, IT, or related field)