Customer Experience Manager, FinTech SaaS (Saudi, Onsite)

Hire Fellows; Riyadh; On-site; SAR 180,000 - 260,000; Full time

Job summary

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

You’ll be hands-on with dashboards, processes, reporting, and root-cause analysis while collaborating with Product and Engineering to improve the customer journey, scale support operations, and ensure high-quality service.

A strong focus on data, SLAs, and compliant complaint handling will be essential.

Qualifications

• 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 including SLA configuration, workflows, and reporting.
• Fluent Arabic and English, written and spoken.
• Saudi nationality and onsite position.

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

Customer support experience

Arabic and English fluency

Data-driven decision making

Tools

Zoho Desk

Zoho Analytics

Zendesk

Intercom

Job description

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

You’ll be hands-on with dashboards, processes, reporting, and root-cause analysis while collaborating with Product and Engineering to improve the customer journey, scale support operations, and ensure high-quality service.

A strong focus on data, SLAs, and compliant complaint handling will be essential.