CX Operations Lead: Strategy, Automation & Analytics

Hire Fellows; Riyadh; Presencial; SAR 240.000 - 420.000; Jornada completa

Descripción de la vacante

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

Formación

• 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.

Responsabilidades

• 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.

Conocimientos

Data-driven mindset

Problem solving

Dashboard creation

Fluent Arabic and English

Herramientas

SQL

Power BI

Zoho Desk

Zendesk

Freshdesk

Intercom

Descripción del empleo

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