Customer Experience Manager - Strategy & Operations

Hire Fellows; Riyadh; On-site; SAR 240,000 - 420,000; Full time

Job summary

Hire Fellows in Riyadh seeks a Customer Experience Manager - Strategy & Operations to own the end-to-end CX for a fast-growing B2B spend-management platform serving finance teams across Saudi Arabia. You’ll ensure smooth customer interactions—from tickets and calls to escalations and self-serve resources—while owning CX metrics and driving improvements.

This hands-on operator role focuses on dashboards, reporting, and root-cause analysis, collaborating with Product and Engineering to build

Qualifications

• Strong problem-solving instincts and data-driven decision making.
• Experience building dashboards and deriving insights to improve customer experience.
• Fluency in Arabic and English, written and spoken, is required.

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 across L1/L2/L3 and third-party processors.
• Track core CX metrics: first-response, resolution SLA attainment, and CSAT.
• Build and maintain reporting in Zoho Desk/Zoho Analytics; publish weekly operations reviews with actions.
• Own the knowledge base and release-triggered updates feeding the AI call agent.
• Identify recurring ticket drivers and work with Engineering/Product on fixes and automations.
• Automate manual workflows and standardize processes; implement macros and workflows.

Skills

Data-driven mindset

Problem solving

Dashboard creation

Fluent Arabic and English

Tools

SQL

Power BI

Zoho Desk

Zendesk

Freshdesk

Intercom

Job description

We’re looking for a Customer Experience Manager - Strategy & Operations 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 experience and build smarter, more scalable support operations. You will own and manage the CX team and department end-to-end.

This role doesn’t require a traditional CX background. We’re looking for someone with strong problem‑solving instincts, a data‑driven mindset, and the drive to build and own processes from the ground up. If you’ve come from consulting or a fast‑paced operational role and you’re ready to roll up your sleeves and operate, we want to hear from you.

Responsibilties

• 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.
• Actively look for manual workflows to automate and standardize, macros, auto‑assignment, classification, and workflow integrations.
• 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.
• Act as the internal voice of the customer, surface patterns, flag issues early, and drive cross‑functional accountability for experience quality.

• Strong problem‑solving skills with a track record of diagnosing issues, finding root causes, and implementing fixes, not just managing symptoms.
• Data‑driven approach: comfortable building dashboards, interrogating numbers, and making recommendations backed by data. SQL or Power BI experience is a plus.
• High agency, takes full ownership, moves fast, and doesn’t wait to be told where to focus.
• Automation mindset, actively identifies processes to automate and standardize, and has done so in a previous role.
• Experience in a fast‑paced environment, whether consulting, fintech, SaaS, or a high‑growth operational setting.
• Strong process‑writing ability: SOPs, escalation matrices, and policy documents.
• Hands‑on with a modern helpdesk platform (Zoho Desk, Zendesk, Freshdesk, Intercom), including SLA configuration, workflows, and reporting, or demonstrable ability to learn tools quickly.
• Fluent in Arabic and English, written and spoken.
• Saudi nationality.
• Onsite position.

Nice to have

• Background in consulting, business analysis, or operations in a regulated or high‑growth environment.
• Familiarity with fintech, banking, payments, or SaaS concepts.
• Familiarity with card issuing/processing concepts (authorisations, declines, chargebacks, 3DS).
• Experience with SAMA consumer‑protection or complaint‑handling requirements.
• Experience deploying AI or automation in a support or operational function.