Senior Escalations & Customer Relations Lead

Amazon Inc.; Riyadh; On-site; SAR 167,000 - 335,000; Full time

Job summary

Afaq Q Tech General Trading is seeking an Executive Customer Relations Specialist to support Amazon’s customer service operations in Riyadh. The role focuses on handling high-priority escalations from senior leadership, government authorities, and regulators, while coordinating with Legal and cross-functional teams to improve processes.

Ideal candidates will have 2+ years of customer support or escalation resolution experience, strong English and Arabic communication, and proven judgment in

Qualifications

• Minimum 2 years of customer support experience or relevant escalation resolution experience.
• Experience communicating effectively in English, both verbally and in writing.
• Fluency in spoken, written, and reading Arabic.
• Experience identifying, investigating, and resolving complex issues.
• Ability to manage sensitive customer escalations with executive presence and sound judgment.

Responsibilities

• Serve as the primary Customer Service point of contact for escalations received from senior executives, government bodies, and regulatory authorities.
• Manage complex and sensitive customer complaints requiring executive-level attention.
• Investigate serious escalations and determine appropriate resolutions when standard troubleshooting procedures are insufficient or unavailable.
• Make informed decisions that directly affect customer outcomes.
• Conduct comprehensive investigations to identify immediate solutions and underlying operational issues.
• Represent Amazon Customer Service in external meetings with government stakeholders and regulatory bodies when required.
• Identify emerging customer escalation trends and coordinate appropriate responses with internal partner teams.
• Manage escalation workflows and introduce improved mechanisms to address process gaps.
• Act as the local liaison between Customer Service and Legal regarding court-related cases, legal notices, and regulatory matters.
• Coordinate with relevant stakeholders to ensure sensitive customer concerns receive appropriate attention and resolution.

Skills

Executive escalation management

English communication

Arabic fluency

Problem solving

Cross-functional collaboration

Job description

Afaq Q Tech General Trading is seeking an Executive Customer Relations Specialist to support Amazon’s customer service operations in Riyadh. The role focuses on handling high-priority escalations from senior leadership, government authorities, and regulators, while coordinating with Legal and cross-functional teams to improve processes.

Ideal candidates will have 2+ years of customer support or escalation resolution experience, strong English and Arabic communication, and proven judgment in