Global Customer Care Manager - Events & Experiences

webook.com; Riyadh; On-site; SAR 240,000 - 360,000; Full time

Job summary

webook.com is Saudi Arabia's leading event ticketing and experience platform. We are seeking a Customer Care Manager to lead operations across our platform and client accounts, spanning multiple markets and languages.

The role demands a hands-on leader who can scale the operation while preserving exceptional customer experiences. The ideal candidate will own end-to-end function, including in-house team management, service quality, escalations, processes, reporting, systems, and outsourcing

Qualifications

• Bachelor's degree in business or similar field.
• Fluency in Arabic and English required.
• Proven experience leading customer care, contact centre, or CX operations.
• Experience managing both in-house teams and outsourced providers.
• Strong understanding of service levels, workforce planning, QA and performance management.

Responsibilities

• Lead day-to-day customer care operations across webook.com and client accounts.
• Manage, coach, and develop the in-house customer care team.
• Define team structures, shifts, workflows, escalation paths, and service standards.
• Develop and manage outsourcing and agency partnerships for global markets.
• Ensure coverage across markets, languages, time zones, major events, and high-demand periods.
• Oversee inquiries, complaints, refunds, booking issues, payments, and event-related concerns.
• Manage complex escalations.
• Establish and monitor KPIs (response time, resolution time, CSAT, backlog, quality, productivity).
• Build QA, training, and knowledge management processes.
• Collaborate with Product, Tech, Operations, Finance, Marketing, and Commercial teams to resolve issues.
• Identify opportunities to improve processes, systems, automation, and the customer journey.
• Provide regular performance reports and customer insights to leadership.

Skills

Bilingual Arabic/English

Analytical skills

Communication skills

Problem-solving skills

Performance management

Education

Bachelor Degree in Business

Tools

Ticketing systems

Automation tools

Reporting tools

Job description

webook.com is Saudi Arabia's leading event ticketing and experience platform. We are seeking a Customer Care Manager to lead operations across our platform and client accounts, spanning multiple markets and languages.

The role demands a hands-on leader who can scale the operation while preserving exceptional customer experiences. The ideal candidate will own end-to-end function, including in-house team management, service quality, escalations, processes, reporting, systems, and outsourcing