Customer Service Operations Specialist

moomoo; Riyadh; On-site; SAR 89,000 - 156,000; Full time

Job summary

moomoo is seeking an experienced Service Operations Specialist to be the core of quality and customer experience within our service department. You will establish standards, monitor service quality, enable staff through training, and ensure consistent delivery across channels and teams.

Your work includes daily quality inspections, root-cause analysis, development of training plans, and scalable processes that lift performance and customer satisfaction.

Qualifications

• Minimum 2 years of experience in customer service, quality management, or training.
• Proficient in Arabic and English as working languages.
• Strong presentation and communication skills.
• Excellent analytical and problem-solving abilities.
• Proficient in MS Office; cross-team collaboration.

Responsibilities

• Quality System Management & Optimization: Conduct daily quality inspections, root-cause analysis, and propose improvement plans.
• Training Development & Employee Enablement: Develop onboarding training, training plans, and organize assessments.
• Customer Experience Insights & Optimization: Analyze feedback to identify pain points and translate into optimization requirements; collaborate with Product, Tech, and Business teams to implement improvements.

Skills

Customer service

Quality management

Training

Arabic language

English language

Presentation skills

Communication

Analytical thinking

Problem solving

MS Office

Tools

MS Office

Job description

We are seeking an experienced Service Operations Specialist to serve as the core of quality and customer experience within our service department. You will be responsible for establishing and maintaining excellent service standards. Through systematic quality monitoring, effective employee enablement, and in-depth customer insights, you will drive the continuous improvement of overall service quality and customer satisfaction.

Key Responsibilities

1. Quality System Management & Optimization

• Conduct daily quality inspections and scoring of service tickets, perform root cause analysis, and propose improvement plans.
• Be responsible for the establishment, implementation, and iteration of the quality inspection processes and standards within the service department to ensure unified service quality

2. Training Development & Employee Enablement

• Conduct new hire onboarding training and ongoing skill enhancement programs for existing staff, developing training materials, creating training plans, and organizing assessments based on business needs.
• Deliver targeted training sessions and case study sharing based on business requirements and quality inspection findings.

3. Customer Experience Insights & Optimization

• Respond to, collect, and analyze customer feedback and suggestions to identify experience pain points and translate them into actionable optimization requirements.
• Collaborate with cross-functional teams (e.g., Product, Technology, Business) to drive the implementation of experience improvement initiatives and monitor their effectiveness.

• Minimum of 2 years of experience in customer service, quality management, or training. Experience in the financial or securities industry is a plus.

• Language Skills: Proficient in both Arabic and English as working languages.
• Excellent presentation and communication skills, with the ability to independently develop training materials and deliver effective training sessions.
• Strong analytical and problem-solving skills, with a proactive approach to identifying and driving process improvements.
• Proficient in MS Office suite, with outstanding cross-team communication and collaboration abilities.
• High attention to service details, with a deep understanding of, and sensitivity to, customer experience.