Senior Customer Support Specialist

Match | ماتش; Jeddah; On-site; SAR 200,000 - 320,000; Full time

Job summary

Match | ماتش is seeking a senior Customer Experience Leader to oversee customer support and CX across all brands in Jeddah. You will lead the Customer Experience Officers, monitor service quality, response times, and team performance while driving escalation resolution.

You will own and improve NDR and Win-Back processes, collaborate with Operations, couriers, and fulfilment teams to resolve delivery issues, and report KPIs to drive continuous improvement in the customer journey.

Qualifications

• Bachelor's degree in Business Administration, Marketing, or a related field.
• Minimum 5 years of experience in Customer Support or Customer Experience, preferably in E-Commerce or Retail.
• At least 2 years of team leadership experience.
• Experience with Salla, CRM, and Helpdesk platforms.
• Strong leadership, analytical, communication, and problem-solving skills.

Responsibilities

• Lead and coach Customer Experience Officers.
• Monitor service quality, response times, and team performance.
• Handle escalated complaints and ensure effective resolution.
• Own and improve customer support, NDR, and Win-Back processes.
• Coordinate with Operations, couriers, and fulfillment teams to resolve delivery issues.
• Analyze customer feedback and identify areas for improvement.
• Track customer support KPIs and prepare regular performance reports.
• Collaborate with Commercial and Platform teams to enhance the customer journey.

Skills

Leadership

Analytical

Communication

Problem-solving

Education

Bachelor's degree in Business Administration, Marketing, or related field

Tools

Salla

CRM

Helpdesk

Job description

Lead customer support and customer experience operations across all brands, ensuring high service quality, effective complaint resolution, and continuous improvement of customer satisfaction. Oversee NDR and Win-Back processes while leading and coaching the Customer Experience team.

Key Responsibilities

• Lead and coach Customer Experience Officers.
• Monitor service quality, response times, and team performance.
• Handle escalated complaints and ensure effective resolution.
• Own and improve customer support, NDR, and Win-Back processes.
• Coordinate with Operations, couriers, and fulfillment teams to resolve delivery issues.
• Analyze customer feedback and identify areas for improvement.
• Track customer support KPIs and prepare regular performance reports.
• Collaborate with Commercial and Platform teams to enhance the customer journey.

Requirements

• Bachelor's degree in Business Administration, Marketing, or a related field.
• Minimum 5 years of experience in Customer Support or Customer Experience, preferably in E-Commerce or Retail.
• At least 2 years of team leadership experience.
• Experience with Salla, CRM, and Helpdesk platforms.
• Strong leadership, analytical, communication, and problem-solving skills.