Customer Experience Specialist

About Calo (more here)

Calo is an app providing personalized meal plans for busy people through nutritional algorithms, built with love by chefs, nutritionists, and software engineers.

Launched in Bahrain in 2019, we have since expanded to 7 countries, delivered millions of meals to our customers, and are now expanding our mission of making healthy easy to retail and other verticals.

We're on a noble mission to make healthy easy. We think this is one of the most important problems to tackle in our world today. We have global ambitions - no small thinking here.

Why This Role Matters

We're looking for a talented, enthusiastic and dedicated Customer Experience Specialist (Saudi National) to be the main point of contact for our customers in KSA. In this role, your tasks would include addressing customer queries, sharing feedback with different departments, and identifying ways to improve our processes. You will report to and work closely with the Chief Business Officer.

What You’ll Do

Key Scopes & Responsibilities

Act as the voice of the customer:

• Interviewing KSA Customers through phone calls, video calls and in person

• Coordinate for Customers Focus Group and act as the event coordinator for them

• Send Surveys to Customers when Data collection is needed

Complaints / Escalations Handling:

• Be the main contact person whenever there’s an escalated case in KSA

• Communicate the solutions and resolving it with the customers directly

• Supporting customers and answering their complaints/inquiries through live chat and phone calls (When needed)

Communicating with internal teams:

• Communicate with GM, Marketing, Operations, Product and Growth Teams on a daily basis

• Communicating with various internal teams on bug escalations, Feature enhancements, and meal additions/suggestions

Customer support via Social Media Channels

• Respond to Comments and Direct Messages on Social Media Channels of KSA

How We Measure Success (KPIs)

• Achieving Interview Target

• Achieving focus group Target

• Improving NPS in the department

What We’re Looking For

We are looking for a Saudi National who possesses the following skills:

Behavioral Skills:

• Empathy and customer focus

• Ability to maintain a positive attitude towards colleagues and internal team members

• Attention to detail when communicate crucial information such as calories or prices to customer

Technical Skills

• Excellent Understanding of the systems used by CX, such as Intercom, Zendesk, and Clevertap

• Addressing customer inquiries and concerns

• Excelling in communication skills (Arabic & English), both in typing and vocal, in all channels (chat/calls)

• Excellent Research and Coordinating Skills - Ability to multitask with ease

The Hiring Journey

• Screening

• Technical Interview

• Technical Task or Case Study

• Culture Fit Interview

• Offer

Want to Gain Extra Points?

We’re not looking for cookie-cutter applications. Surprise us.

Show us your creativity, your drive, and who you are beyond a CV. Send a Loom, a Notion page, a deck, a video, a voice note, whatever feels most “you.” Tell us why you belong here at Calo and why this role excites you.

Ready to Join?

If this role excites you, and you see yourself matching at least 85% of the criteria above, what are you waiting for? Yalla, let’s gooo!