Customer Experience Manager

About the Role

Step into a pivotal leadership position at a rapidly expanding mobility and car-rental technology company as our founding Head of Customer Experience. This role requires a visionary leader to establish and lead the customer experience division from inception, tailored to two unique customer segments: B2C and B2B.

Key Responsibilities

• Design and oversee two separate customer support operations: a high-volume B2C call center handling voice and non-voice channels, and a specialized technical B2B support center.
• Create comprehensive knowledge bases and self-help resources to empower both customers and support personnel.
• Lead recruitment, conduct training programs, and implement quality assurance protocols across both support teams.
• Manage all customer communication platforms including phone, chat, email, and social media channels.
• Drive the onboarding experience and manage ongoing relationships with key B2B and government clients.
• Partner with product teams to improve application usability and incorporate customer feedback into product development.

Candidate Profile

• Proven history of founding and managing customer support or customer experience functions, including call center infrastructure, tools, process development, SLA enforcement, and QA frameworks.
• Expertise in delivering omnichannel customer service that encompasses both voice and digital interactions.
• Experience in supporting both consumer-facing, high-volume app-based services and technical B2B client support or clear capability to architect these models.
• Proficiency in Arabic and English languages, with an intimate understanding of the Saudi marketplace, including hiring practices, customer expectations, and cultural relationship management.
• Track record of building, mentoring, and leading effective customer support teams.
• Data and product-driven mindset utilizing key performance indicators such as CSAT (Customer Satisfaction), NPS (Net Promoter Score), and first-contact resolution to steer improvements.

Additional Information

If you are a motivated leader ready to accept this challenge, please prepare your CV along with an example showcasing a customer experience achievement you are proud of—such as building a function, improving a metric, or expanding a team.