Customer Service Operations Specialist

Moomoo Inc.; Riyadh; On-site; SAR 120,000 - 180,000; Full time

Job summary

Moomoo Inc. is seeking an experienced Service Operations Specialist to uphold service quality and customer experience within the service department.

You will establish standards, monitor performance, and drive continuous improvement across processes and teams. You will lead quality inspections, training development, and customer insight analysis, collaborating with Product, Technology, and Business units to translate feedback into actionable optimizations.

Qualifications

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

Responsibilities

• Perform daily quality inspections and scoring of service tickets.
• Develop onboarding and training materials and deliver sessions.
• Analyze customer feedback to identify pain points and drive improvements.

Skills

Customer service

Quality management

Training development

Analytical skills

Communication

Arabic/English fluency

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.