Onsite Customer Experience Ops Lead | Fintech

Client of Hire Fellows; Riyadh; On-site; SAR 240,000 - 360,000; Full time

Job summary

Client of Hire Fellows is seeking a Customer Experience Manager to own the end-to-end CX for a fast-growing B2B spend-management platform serving finance teams across Saudi Arabia.

You will be responsible for smooth interactions from support tickets and calls to escalations and self-serve resources, while driving KPI improvements, SLA adherence, and data-driven improvements in collaboration with Product and Engineering.

Qualifications

• 5+ years in customer support/experience.
• At least 2 years leading a support team.
• Experience in fintech, banking, payments, or SaaS.
• Hands-on with Zoho Desk, Zendesk, Freshdesk or Intercom.
• Fluent in Arabic and English.
• Saudi nationality.
• Onsite in Riyadh.

Responsibilities

• 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 First response resolution and escalation paths across L1 L2 L3 and third-party processors.
• Track and drive the core CX metrics First-response and resolution SLA attainment call abandonment callback compliance awaiting-customer rate reopened-ticket rate CSAT.
• Build and maintain reporting in Zoho Desk Zoho Analytics publish a weekly operations review with findings and actions not just numbers.
• Own the knowledge base customer-facing and internal including release-triggered updates and the content feeding the AI call agent.
• Identify recurring ticket drivers and convert them into product fixes automations or self-serve content, work with Engineering and Product to close them.
• Ensure complaint handling meets SAMA requirements including complaint logging response timelines and escalation disclosure obligations.
• Manage escalations end-to-end including card transaction and processor-side issues requiring third-party coordination.
• Drive automation of manual support workflows macros auto-assignment classification n8n-style integrations.

Skills

Team management

Customer support

Data dashboards

SQL

Arabic & English

Tools

Zoho Desk

Zendesk

Freshdesk

Intercom

Job description

Client of Hire Fellows is seeking a Customer Experience Manager to own the end-to-end CX for a fast-growing B2B spend-management platform serving finance teams across Saudi Arabia.

You will be responsible for smooth interactions from support tickets and calls to escalations and self-serve resources, while driving KPI improvements, SLA adherence, and data-driven improvements in collaboration with Product and Engineering.