Customer Service Manager

About noon

We’re building an ecosystem of digital products and services that power everyday life across the Middle East—fast, scalable, and deeply customer-centric. Our mission is to deliver to every door every day. We want to redefine what technology can do in this region, and we’re looking for a Manager, Customer Support Contact Center Operations who can help us move even faster.

noon’s mission: Every door, every day.

What you'll do:

Team noon has some of the fastest, smartest, and hardest-working people we've encountered. With a young, aggressive, and talented team, we're driving major missions forward.

This role will be responsible for overseeing the day-to-day operations of our multi-channel customer service center in Saudi Arabia. This pivotal role ensures that our KSA customers receive world-class support across all touchpoints (call, chat, email, social media) in line with our brand promise. Role will drive performance against key metrics (SLAs, CSAT, AHT), lead and develop a high-performing team, and implement strategic initiatives to optimize efficiency and enhance the overall e-commerce customer experience in the local market.

Responsibilities

• Manage 24x7 support operations across Email, Chat, and other digital channels.
• Drive adherence to SLAs and KPIs: CSAT, FRT, AHT, backlog, repeat contact rate, callbacks, quality, and productivity.
• Ensure that all customer communication, knowledge base, SOPs and self-service tools are fully localized and professionally executed in both Arabic (essential) and English.
• Handle high-level customer escalations, MCI and complex complaints with professionalism and final resolution.
• Partner with QA & Training teams for performance calibration, conduct audits, monitor CSAT feedback, interaction quality and works on agent upskilling.
• Identify and implement automation and self-serve opportunities (AI bots, templates, macros) to drive efficiency.
• Regularly review agent and team performance using performance management tools; identify development areas.
• Ensure timely hiring, onboarding, and ramp-up of agents and team leads.
• Ensure workforce management adherence, manpower rostering, shift planning, breaks, and leave planning.
• Deliver reports and insights (daily/weekly/monthly) to CS leadership with recommendations for process improvements.
• Represent Voice of Customer (VoC) to drive cross-functional CX improvements.
• Drive team engagement through R&R programs and regular skip-level connect.

What you'll need:

• 6-8 years of hands-on experience in BPO/Contact Center operations, preferably in e-commerce or telecom companies.
• Proven track record in managing high-volume customer service operations in Saudi Arabia (KSA).
• Language: Bilingual fluency in Arabic (written and spoken) and English (written and spoken) is essential.
• Knowledge of CRM platforms, IVR systems, and WFM tools.
• Solid skills in MIS reporting, SLA governance, and process compliance
• Excellent conflict resolution, negotiation, and communication (written and verbal) skills
• Ability to work collaboratively in a fast-paced, dynamic environment.

Preferred Qualifications

• Experience in a regional (MENA) or international customer service environment and e-commerce background
• Certification in Contact Center Management

Who will excel?

• We’re looking for people with high standards, who understand that hard work matters.
• You need to be relentlessly resourceful and operate with a deep bias for action.
• We need people with the courage to be fiercely original.
• noon is not for everyone; readiness to adapt, pivot, and learn is essential.