Customer Experience Manager
Key Skills for This Role
Full Job Posting
Responsibilties
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).
Requirements
- 5+ years in customer support/experience, with at least 2 years managing a team.
- Experience in fintech, banking, payments, or SaaS; exposure to a regulated environment strongly preferred.
- Hands-on with a modern helpdesk platform (Zoho Desk, Zendesk, Freshdesk, Intercom) including SLA configuration, workflows, and reporting.
- Comfortable working with data, able to build dashboards, interrogate numbers, and defend a recommendation. SQL is a plus.
- Strong process-writing ability: SOPs, escalation matrices, and policy documents.
- Fluent Arabic and English, written and spoken.
- Saudi nationality.
- Onsite position
Nice to have
Familiarity with card issuing/processing concepts (authorisations, declines, chargebacks, 3DS).
Experience with SAMA consumer-protection or complaint-handling requirements.
Experience deploying AI/automation in a support function.
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