Executive Escalations & Customer Experience Lead

Afaq Q Tech General Trading (Amazon); Riyadh; On-site; SAR 180,000 - 300,000; Full time

Job summary

Amazon is seeking an Executive Customer Relations Specialist in Riyadh to champion high-level customer escalations from senior leaders, government bodies, and regulatory authorities. The role demands executive presence, sound judgment, and the ability to navigate ambiguous situations to deliver immediate solutions.

You will lead cross-functional collaboration, develop SOPs, monitor KPIs, and drive systemic improvements that reduce escalations while maintaining strong partnerships with Legal and

Qualifications

• 2+ years in customer support or escalation resolution.
• English communication skills, written and spoken.
• Fluent in Arabic (reading, writing, speaking).
• Ability to handle sensitive escalations with sound judgment.
• Experience identifying and resolving complex issues.

Responsibilities

• Serve as primary CS contact for escalations from senior leaders and regulators.
• Identify and resolve systemic issues driving escalations.
• Develop SOPs and KPIs for escalation workflows.
• Maintain executive presence in internal/external interactions.

Skills

English fluency

Arabic fluency

Customer support

Escalation management

Executive presence

Job description

Amazon is seeking an Executive Customer Relations Specialist in Riyadh to champion high-level customer escalations from senior leaders, government bodies, and regulatory authorities. The role demands executive presence, sound judgment, and the ability to navigate ambiguous situations to deliver immediate solutions.

You will lead cross-functional collaboration, develop SOPs, monitor KPIs, and drive systemic improvements that reduce escalations while maintaining strong partnerships with Legal and