Global Customer Care Leader - Elevate Experience & Ops

Webook; Riyadh; On-site; SAR 201,000 - 335,000; Full time

Job summary

Webook is seeking a hands-on Customer Care Manager to lead operations across Webook and client accounts in Saudi Arabia. You will own the function end to end, including team management, service quality, escalations, processes, reporting, and outsourcing strategy.

The ideal candidate builds a scalable operation while maintaining a high customer experience, partnering with Product, Tech, Operations, Finance, Marketing and Commercial teams to resolve issues and improve journeys across markets.

Qualifications

• Bachelor's degree in business or a related field.
• Fluency in Arabic and English is required.
• Proven experience leading customer care or CX operations.
• Experience managing both in-house and outsourced teams.
• Strong knowledge of SLAs, workforce planning and QA.

Responsibilities

• Lead day-to-day customer care operations across Webook and client accounts.
• Coach and develop the in-house customer care team.
• Define team structures, shifts, workflows, escalation paths and service standards.
• Develop outsourcing partnerships for global markets.
• Ensure coverage across markets, languages and time zones.
• Oversee inquiries, complaints, refunds, bookings, payments and event-related concerns.
• Manage complex and sensitive escalations.
• Establish and monitor KPIs including response time, resolution time, CSAT, backlog and productivity.
• Build QA, training and knowledge management processes.
• Work with Product, Technology, Operations, Finance, Marketing and Commercial to resolve issues.
• Identify opportunities to improve processes, systems, automation and the customer journey.
• Provide regular performance reports and customer insights to leadership.

Skills

Customer care management

Team leadership

Escalation management

Service quality

Process improvement

Education

Bachelor degree in Business or related field

Tools

Ticketing systems

Automation tools

Reporting tools

Job description

Webook is seeking a hands-on Customer Care Manager to lead operations across Webook and client accounts in Saudi Arabia. You will own the function end to end, including team management, service quality, escalations, processes, reporting, and outsourcing strategy.

The ideal candidate builds a scalable operation while maintaining a high customer experience, partnering with Product, Tech, Operations, Finance, Marketing and Commercial teams to resolve issues and improve journeys across markets.