Head of Customer Experience

Role overview

Eazli is looking for a seasoned and proactive Head of Customer Experience to establish and run the customer experience function from scratch. This is a core leadership position responsible for creating the CX operating model, putting the right systems and workflows in place, hiring and guiding the team, and ensuring a consistently strong service experience for both buyers and vendors from the very beginning.

The right person will have a strong background in launching CX operations, building service standards, and leading teams in high-velocity, platform-led businesses.

What you will do

• Set up and lead the complete Customer Experience function, including policies, processes, workflows, tools, and team design.
• Shape and uphold the CX strategy, service standards, communication tone, and support playbooks.
• Map and refine the end-to-end customer journey for buyers and vendors across every stage, including pre-purchase, purchase, delivery, after-sales, returns, and complaint handling.
• Implement and oversee helpdesk, ticketing, and omnichannel support solutions.
• Build the CX operations structure, covering SLAs, escalation paths, quality checks, knowledge resources, and reporting cadences.
• Coach, manage, and grow the CX team while creating a customer-centric culture.
• Deploy and fine-tune CX platforms such as Zendesk, Freshdesk, HubSpot Service Hub, or similar systems.
• Track and own CX metrics such as CSAT, NPS, VSAT, response and resolution times, ticket quality, and root-cause analysis, along with weekly performance updates.
• Lead improvement efforts that lower friction, streamline operations, and raise customer satisfaction.
• Partner closely with Product, Tech, Vendor Management, and Marketing to resolve issues and improve customer outcomes.
• Create a self-service FAQ and knowledge base to reduce repeat inquiries.
• Contribute to AI-powered and agentic CX initiatives that align with Eazli’s marketplace direction.

Experience and qualifications

• 7 to 10 years of experience in customer support operations, customer experience, CX transformation, or service excellence.
• Background in building or scaling CX functions, preferably in startups, e-commerce, marketplaces, or other fast-growing businesses.
• Strong capability in designing customer journeys, SLAs, escalation structures, QA programs, and operational workflows.
• Practical experience with CX/helpdesk tools such as Zendesk, Freshdesk, HubSpot Service Hub, or comparable platforms.
• Analytical mindset with hands-on use of CSAT, NPS, ticket data, and operational KPIs to guide decisions and solve problems.
• Proven people leadership skills, including team management, talent development, and accountability building.
• Excellent spoken and written communication and stakeholder management skills in both Arabic and English.
• Prior exposure to startups, e-commerce, marketplaces, or digital consumer products is highly desirable.
• Experience with AI-assisted support operations, automation, or omnichannel customer experience environments is an added advantage.

Additional information

This is a full-time, onsite position based in Jeddah, Makkah, Saudi Arabia.

The role is described as a foundational hire, meaning the selected candidate will be responsible for building the CX function from the ground up rather than maintaining an already mature setup.