Customer Care Manager

We are seeking a highly motivated Customer Care & Complaints Manager to lead our support operations and ensure exceptional customer experience. The ideal candidate will manage a team handling customer inquiries and complaints, with a focus on quality, responsiveness, and compliance with SAMA regulations. This role requires prior experience in fintech or banking, strong communication skills, and hands on familiarity with CRM tools like Zendesk or ZohoDesk. The candidate will be responsible for setting service standards, improving internal processes, and reporting key KPIs.

Responsibilities

• Build and optimize customer service policies and procedures
• Handle escalated complaints and ensure timely resolutions
• Ensure compliance with SAMA complaint handling regulations
• Track KPIs like CSAT, resolution time, and SLA compliance
• Collaborate with technical, product, and legal teams on service improvement
• Maintain customer feedback loops and suggest enhancements
• Prepare regular reports and present findings to senior management

Requirements

• Experience: 3-5 years in customer service management
• Preferred Industry: Fintech / Banking / Lending / Regulated Services
• Language: Arabic (Fluent), English (Good)
• Tools: CRM, Helpdesk Platforms (Zendesk, ZohoDesk, etc.)
• Education: Bachelor's Degree (Business, IT, or related field)