Customer Experience Manager

Client of Hire Fellows; Riyadh; On-site; SAR 240,000 - 360,000; Full time

Job summary

Client of Hire Fellows is seeking a Customer Experience Manager to own the end-to-end CX for a fast-growing B2B spend-management platform serving finance teams across Saudi Arabia.

You will be responsible for smooth interactions from support tickets and calls to escalations and self-serve resources, while driving KPI improvements, SLA adherence, and data-driven improvements in collaboration with Product and Engineering.

Qualifications

• 5+ years in customer support/experience.
• At least 2 years leading a support team.
• Experience in fintech, banking, payments, or SaaS.
• Hands-on with Zoho Desk, Zendesk, Freshdesk or Intercom.
• Fluent in Arabic and English.
• Saudi nationality.
• Onsite in Riyadh.

Responsibilities

• Own day-to-day support operations across ticketing phone and in-app channels, manage queue health, routing and coverage.
• Lead coach and schedule the support team, run QA on ticket and call quality with a documented scorecard.
• Own the Support SLA & Escalation Matrix First response resolution and escalation paths across L1 L2 L3 and third-party processors.
• Track and drive the core CX metrics First-response and resolution SLA attainment call abandonment callback compliance awaiting-customer rate reopened-ticket rate CSAT.
• Build and maintain reporting in Zoho Desk Zoho Analytics publish a weekly operations review with findings and actions not just numbers.
• Own the knowledge base customer-facing and internal including release-triggered updates and the content feeding the AI call agent.
• Identify recurring ticket drivers and convert them into product fixes automations or self-serve content, work with Engineering and Product to close them.
• Ensure complaint handling meets SAMA requirements including complaint logging response timelines and escalation disclosure obligations.
• Manage escalations end-to-end including card transaction and processor-side issues requiring third-party coordination.
• Drive automation of manual support workflows macros auto-assignment classification n8n-style integrations.

Skills

Team management

Customer support

Data dashboards

SQL

Arabic & English

Tools

Zoho Desk

Zendesk

Freshdesk

Intercom

Job description

We re looking for a Customer Experience Manager to take ownership of the end-to-end customer experience for a fast-growing B2B spend-management platform serving finance teams across Saudi Arabia. You ll be responsible for making sure every customer interaction from support tickets and calls to escalations and self-serve resources is smooth efficient and consistently high-quality. You ll own the key CX metrics improve SLAs and turn customer feedback and recurring issues into meaningful improvements. This is an operator role not a pure people-management role. You ll be hands-on with dashboards processes reporting and root-cause analysis while working closely with Product and Engineering to improve the customer journey and build smarter more scalable support operations. If you enjoy building processes solving problems using data to drive decisions and making customer experience better at scale this role is for you.

Responsibilities

• Own day-to-day support operations across ticketing phone and in-app channels, manage queue health, routing and coverage.
• Lead coach and schedule the support team, run QA on ticket and call quality with a documented scorecard.
• Own the Support SLA amp Escalation Matrix First response resolution and escalation paths across L1 L2 L3 and third-party processors.
• Track and drive the core CX metrics First-response and resolution SLA attainment call abandonment callback compliance awaiting-customer rate reopened-ticket rate CSAT.
• Build and maintain reporting in Zoho Desk Zoho Analytics publish a weekly operations review with findings and actions not just numbers.
• Own the knowledge base customer-facing and internal including release-triggered updates and the content feeding the AI call agent.
• Identify recurring ticket drivers and convert them into product fixes automations or self-serve content, work with Engineering and Product to close them.
• Ensure complaint handling meets SAMA requirements including complaint logging response timelines and escalation disclosure obligations.
• Manage escalations end-to-end including card transaction and processor-side issues requiring third-party coordination.
• Drive automation of manual support workflows macros auto-assignment classification n8n-style integrations.
• 5+ years in customer support/experience, with at least 2 years managing a team.
• Experience in fintech, banking, payments, or SaaS; exposure to a regulated environment strongly preferred.
• Hands-on with a modern helpdesk platform (Zoho Desk, Zendesk, Freshdesk, Intercom) including SLA configuration, workflows, and reporting.
• Comfortable working with data, able to build dashboards, interrogate numbers, and defend a recommendation.
• SQL is a plus.
• Strong process-writing ability: SOPs, escalation matrices, and policy documents.
• Fluent Arabic and English, written and spoken.
• Saudi nationality.
• Onsite position.

Nice to have

• Familiarity with card issuing/processing concepts (authorisations, declines, chargebacks, 3DS).
• Experience with SAMA consumer-protection or complaint-handling requirements.
• Experience deploying AI/automation in a support function.