Global Customer Care Leader for Events & Tech

WEbook, Inc.; Riyadh; On-site; SAR 180,000 - 300,000; Full time

Job summary

WEbook, Inc. is seeking a Customer Care Manager to lead customer care operations across webook.com, its clients, and global markets.

The role owns the function end to end, including in-house team management, service quality, escalations, processes, reporting, systems, and outsourcing strategy. The ideal candidate is a hands-on leader who can build a scalable operation while maintaining a consistently high customer experience, with strong Arabic and English skills and a Bachelor’s in Business or

Qualifications

• Bachelor’s degree in Business or similar is required.
• Fluency in Arabic and English is required.
• Proven experience in customer care or contact centre operations.
• Experience managing in-house and outsourced service providers.
• Strong understanding of SLAs, staffing, QA, and performance management.

Responsibilities

• Lead day-to-day customer care operations across webook.com and client accounts.
• Coach and develop the in-house customer care team.
• Define team structures, shifts, workflows, escalation paths, and service standards.
• Develop outsourcing and agency partnerships for global markets.
• Ensure coverage across markets, languages, time zones, and peak periods.
• Oversee inquiries, complaints, refunds, booking issues, payments, ticket access.
• Manage complex and sensitive escalations.
• Establish and monitor KPIs: response time, resolution time, CSAT, backlog, quality, productivity.
• Build QA, training, and knowledge management processes.
• Collaborate with Product, Technology, Operations, Finance, Marketing, and Commercial teams.
• Identify process, systems, and automation improvements in the customer journey.
• Provide regular performance reports and customer insights to leadership.

Skills

Arabic language

English language

Analytical skills

Communication skills

Problem solving

Education

Bachelor's Degree in Business or similar

Tools

Ticketing systems

Automation tools

Reporting tools

Job description

WEbook, Inc. is seeking a Customer Care Manager to lead customer care operations across webook.com, its clients, and global markets.

The role owns the function end to end, including in-house team management, service quality, escalations, processes, reporting, systems, and outsourcing strategy. The ideal candidate is a hands-on leader who can build a scalable operation while maintaining a consistently high customer experience, with strong Arabic and English skills and a Bachelor’s in Business or