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customer services manager

Ethra Human Resources

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 <ul> <li>Build and optimize customer service policies and procedures</li> <li>Handle escalated complaints and ensure timely resolutions</li> <li>Ensure compliance with SAMA complaint handling regulations</li> <li>Track KPIs like CSAT, resolution time, and SLA compliance</li> <li>Collaborate with technical, product, and legal teams on service improvement</li> <li>Maintain customer feedback loops and suggest enhancements</li> <li>Prepare regular reports and present findings to senior management</li> </ul> Requirements <ul> <li>Experience: 3-5 years in customer service management</li> <li>Preferred Industry: Fintech / Banking / Lending / Regulated Services</li> <li>Language: Arabic (Fluent), English (Good)</li> <li>Tools: CRM, Helpdesk Platforms (Zendesk, ZohoDesk, etc.)</li> <li>Education: Bachelor's Degree (Business, IT, or related field)</li> </ul>

Customer Care Manager

noon

<div>
 
 
 About noon
 
 
 
 We&rsquo;re building an ecosystem of digital products and services that power everyday life across the Middle East&mdash;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&rsquo;re looking for a Manager, Customer Support Contact Center Operations who can help us move even faster.
 
 
 
 
 
 
 noon&rsquo;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
 
 
 <ul>
 <li>
 Manage 24x7 support operations across Email, Chat, and other digital channels.
 </li>
 <li>
 Drive adherence to SLAs and KPIs: CSAT, FRT, AHT, backlog, repeat contact rate, callbacks, quality, and productivity.
 </li>
 <li>
 Ensure that all customer communication, knowledge base, SOPs and self-service tools are fully localized and professionally executed in both
 
 Arabic (essential)
 
 and English.
 </li>
 <li>
 Handle high-level customer escalations, MCI and complex complaints with professionalism and final resolution.
 </li>
 <li>
 Partner with QA &amp; Training teams for performance calibration, conduct audits, monitor CSAT feedback, interaction quality and works on agent upskilling.
 </li>
 <li>
 Identify and implement automation and self-serve opportunities (AI bots, templates, macros) to drive efficiency.
 </li>
 <li>
 Regularly review agent and team performance using performance management tools; identify development areas.
 </li>
 <li>
 Ensure timely hiring, onboarding, and ramp-up of agents and team leads.
 </li>
 <li>
 Ensure workforce management adherence, manpower rostering, shift planning, breaks, and leave planning.
 </li>
 <li>
 Deliver reports and insights (daily/weekly/monthly) to CS leadership with recommendations for process improvements.
 </li>
 <li>
 Represent Voice of Customer (VoC) to drive cross-functional CX improvements.
 </li>
 <li>
 Drive team engagement through R&amp;R programs and regular skip-level connect.
 </li>
 </ul>
 
 
 
 
 
 What you'll need:
 
 
 <ul>
 <li>
 6-8 years of hands-on experience in BPO/Contact Center operations, preferably in e-commerce or telecom companies.
 </li>
 <li>
 Proven track record in managing high-volume customer service operations in Saudi Arabia (KSA).
 </li>
 <li>
 Language: Bilingual fluency in Arabic (written and spoken) and English (written and spoken) is essential.
 </li>
 <li>
 Knowledge of CRM platforms, IVR systems, and WFM tools.
 </li>
 <li>
 Solid skills in MIS reporting, SLA governance, and process compliance
 </li>
 <li>
 Excellent conflict resolution, negotiation, and communication (written and verbal) skills
 </li>
 <li>
 Ability to work collaboratively in a fast-paced, dynamic environment.
 </li>
 </ul>
 
 
 
 
 
 Preferred Qualifications
 
 
 <ul>
 <li>
 Experience in a regional (MENA) or international customer service environment and e-commerce background
 </li>
 <li>
 Certification in Contact Center Management
 </li>
 </ul>
 
 
 
 
 
 Who will excel?
 
 
 <ul>
 <li>
 We&rsquo;re looking for people with high standards, who understand that hard work matters.
 </li>
 <li>
 You need to be relentlessly resourceful and operate with a deep bias for action.
 </li>
 <li>
 We need people with the courage to be fiercely original.
 </li>
 <li>
 noon is not for everyone; readiness to adapt, pivot, and learn is essential.
 </li>
 </ul>
 
 
</div>

Customer Service Manager

Tabby | تابي

<div>
 
 Department:
 
 Customer Support Ops
 
 
 
 Employment Type:
 
 Full Time
 
 
 
 Location:
 
 KSA
 
 
 
 Reporting To:
 
 Romans Solovjovs
 
 
 
 Compensation:
 
 ر.س17,500 - ر.س22,500 / month
 
 
 
 Description
 
 
 
 
 Tabby
 
 creates financial freedom in the way people shop, earn and save by reshaping their relationship with money. Over 15 million users choose Tabby to stay in control of their spending and make the most out of their money.
 
 
 The company&rsquo;s flagship offering allows shoppers to split their payments online and in-store with no interest or fees. Over 40,000 global brands and small businesses, including Amazon, Noon, IKEA, and SHEIN use Tabby to accelerate growth and gain loyal customers by offering easy and flexible payments online and in stores.
 
 
 Tabby generates over $10 billion in annual transaction volume for its partner brands and is the highest-rated, most-reviewed, largest, and fastest-growing FinTech in the GCC region.
 
 
 Tabby launched in 2019 and has since raised +$1 billion in equity and debt funding from global and regional investors, and is now valued at $3.3 billion.
 
 
 We are looking for a
 
 high-impact Operations Manager
 
 to drive excellence in our customer service operations in KSA. This role is
 
 critical
 
 to ensuring seamless, high-performance contact center operations while delivering an exceptional customer experience.
 
 
 As a
 
 strategic leader
 
 , you will work alongside the Head of the Contact Center to implement
 
 scalable
 
 service strategies, optimize workflows, and enhance operational efficiency. You will be instrumental in achieving
 
 key performance metrics
 
 and setting new standards for customer satisfaction.
 
 
 Key Responsibilities
 
 
 <ul>
 <li>
 Lead, mentor, and optimize a team of customer service supervisors and representatives, fostering a high-performance, results-driven environment.
 </li>
 <li>
 Execute and refine customer service strategies to meet and exceed KPIs, including response times, resolution rates, and overall customer satisfaction.
 </li>
 <li>
 Oversee and enhance daily contact center operations across multiple customer touchpoints, including inbound/outbound calls, email, live chat, and social media.
 </li>
 <li>
 Ensure seamless cross-functional collaboration with departments such as Sales, Marketing, and Product to maintain a consistent and customer-centric experience.
 </li>
 <li>
 Drive process improvements by identifying inefficiencies, implementing automation, and optimizing self-service capabilities to elevate customer engagement.
 </li>
 <li>
 Manage escalations with precision, ensuring swift and effective resolution of critical customer issues while reinforcing brand trust and loyalty.
 </li>
 <li>
 Ensure compliance with local regulations, industry standards, and company policies to maintain operational integrity.
 </li>
 <li>
 Contribute to workforce planning, scheduling, and resource allocation, ensuring optimal staffing levels to support fluctuating customer demand.
 </li>
 <li>
 Champion innovation by staying ahead of emerging customer service trends, AI-driven solutions, and digital engagement technologies.
 </li>
 <li>
 Report on operational performance by analyzing data, identifying insights, and presenting strategic recommendations to senior leadership.
 
 
 
 </li>
 </ul>
 
 Qualifications
 
 
 
 <ul>
 <li>
 5&ndash;7 years of experience in customer service, including at least 2 years as an Operations Manager overseeing inbound teams and driving performance improvements.
 </li>
 <li>
 Deep expertise in customer service principles, contact center operations, and customer experience management.
 </li>
 <li>
 Bachelor&rsquo;s degree in Business Administration or a related field.
 </li>
 <li>
 Proven ability to optimize KPIs such as customer satisfaction scores, response times, and first-contact resolution rates.
 </li>
 <li>
 Bilingual fluency in English and Arabic (both written and verbal).
 </li>
 <li>
 Strong technical acumen, with proficiency in CRM systems, contact center technologies, and workforce management tools.
 </li>
 <li>
 Exceptional leadership skills, with a track record of building, motivating, and scaling high-performing teams.
 </li>
 <li>
 Sharp analytical and problem-solving abilities, with a customer-first approach to decision-making.
 </li>
 <li>
 In-depth knowledge of local market dynamics, regulatory requirements, and cultural nuances in customer interactions within the Middle East.
 
 
 
 </li>
 </ul>
 This is a role for a bold, proactive leader who thrives in fast-paced, high-growth environments. If you're ready to transform customer service operations and lead a world-class team, we want to hear from you.
</div>

Customer Service Operations Manager - Contact Center - Saudi National

Tabby

Tabby creates financial freedom in the way people shop, earn and save by reshaping their relationship with money. Over 15 million users choose Tabby to stay in control of their spending and make the most out of their money.The company&rsquo;s flagship offering allows shoppers to split their payments online and in-store with no interest or fees. Over 40,000 global brands and small businesses, including Amazon, Noon, IKEA, and SHEIN use Tabby to accelerate growth and gain loyal customers by offering easy and flexible payments online and in stores.Tabby generates over $10 billion in annual transaction volume for its partner brands and is the highest-rated, most-reviewed, largest, and fastest-growing FinTech in the GCC region. Tabby launched in 2019 and has since raised +$1 billion in equity and debt funding from global and regional investors, and is now valued at $3.3 billion.We are looking for a high-impact Operations Manager to drive excellence in our customer service operations in KSA. This role is critical to ensuring seamless, high-performance contact center operations while delivering an exceptional customer experience.As a strategic leader, you will work alongside the Head of the Contact Center to implement scalable service strategies, optimize workflows, and enhance operational efficiency. You will be instrumental in achieving key performance metrics and setting new standards for customer satisfaction.Key Responsibilities :<ul><li>Lead, mentor, and optimize a team of customer service supervisors and representatives, fostering a high-performance, results-driven environment.</li><li>Execute and refine customer service strategies to meet and exceed KPIs, including response times, resolution rates, and overall customer satisfaction.</li><li>Oversee and enhance daily contact center operations across multiple customer touchpoints, including inbound/outbound calls, email, live chat, and social media.</li><li>Ensure seamless cross-functional collaboration with departments such as Sales, Marketing, and Product to maintain a consistent and customer-centric experience.</li><li>Drive process improvements by identifying inefficiencies, implementing automation, and optimizing self-service capabilities to elevate customer engagement.</li><li>Manage escalations with precision, ensuring swift and effective resolution of critical customer issues while reinforcing brand trust and loyalty.</li><li>Ensure compliance with local regulations, industry standards, and company policies to maintain operational integrity.</li><li>Contribute to workforce planning, scheduling, and resource allocation, ensuring optimal staffing levels to support fluctuating customer demand.</li><li>Champion innovation by staying ahead of emerging customer service trends, AI-driven solutions, and digital engagement technologies.</li><li>Report on operational performance by analyzing data, identifying insights, and presenting strategic recommendations to senior leadership.</li></ul>Qualifications :<ul><li>5&ndash;7 years of experience in customer service, including at least 2 years as an Operations Manager overseeing inbound teams and driving performance improvements.</li><li>Deep expertise in customer service principles, contact center operations, and customer experience management.</li><li>Bachelor&rsquo;s degree in Business Administration or a related field.</li><li>Proven ability to optimize KPIs such as customer satisfaction scores, response times, and first-contact resolution rates.</li><li>Bilingual fluency in English and Arabic (both written and verbal).</li><li>Strong technical acumen, with proficiency in CRM systems, contact center technologies, and workforce management tools.</li><li>Exceptional leadership skills, with a track record of building, motivating, and scaling high-performing teams.</li><li>Sharp analytical and problem-solving abilities, with a customer-first approach to decision-making.</li><li>In-depth knowledge of local market dynamics, regulatory requirements, and cultural nuances in customer interactions within the Middle East.</li></ul>This is a role for a bold, proactive leader who thrives in fast-paced, high-growth environments. If you're ready to transform customer service operations and lead a world-class team, we want to hear from you.Job Type: Full-timePay: ﷼17,500.00 - ﷼22,500.00 per month

Customer Service Operations Manager

<div>
 
 
 Department:
 
 Customer Support Ops
 
 
 
 Location:
 
 KSA
 
 
 
 Compensation:
 
 ر.س17,500 - ر.س22,500 / month
 
 
 
 
 Description
 
 
 
 
 Tabby
 
 creates financial freedom in the way people shop, earn and save by reshaping their relationship with money. Over 15 million users choose Tabby to stay in control of their spending and make the most out of their money.
 
 
 The company&rsquo;s flagship offering allows shoppers to split their payments online and in-store with no interest or fees. Over 40,000 global brands and small businesses, including Amazon, Noon, IKEA, and SHEIN use Tabby to accelerate growth and gain loyal customers by offering easy and flexible payments online and in stores.
 
 
 Tabby generates over $10 billion in annual transaction volume for its partner brands and is the highest-rated, most-reviewed, largest, and fastest-growing FinTech in the GCC region.
 
 Tabby launched in 2019 and has since raised +$1 billion in equity and debt funding from global and regional investors, and is now valued at $3.3 billion.
 
 
 We are looking for a
 
 high-impact Operations Manager
 
 to drive excellence in our customer service operations in KSA. This role is
 
 critical
 
 to ensuring seamless, high-performance contact center operations while delivering an exceptional customer experience.
 
 
 As a
 
 strategic leader
 
 , you will work alongside the Head of the Contact Center to implement
 
 scalable
 
 service strategies, optimize workflows, and enhance operational efficiency. You will be instrumental in achieving
 
 key performance metrics
 
 and setting new standards for customer satisfaction.
 
 
 
 
 
 Key Responsibilities
 
 
 
 <ul>
 <li>
 Lead, mentor, and optimize a team of customer service supervisors and representatives, fostering a high-performance, results-driven environment.
 </li>
 <li>
 Execute and refine customer service strategies to meet and exceed KPIs, including response times, resolution rates, and overall customer satisfaction.
 </li>
 <li>
 Oversee and enhance daily contact center operations across multiple customer touchpoints, including inbound/outbound calls, email, live chat, and social media.
 </li>
 <li>
 Ensure seamless cross-functional collaboration with departments such as Sales, Marketing, and Product to maintain a consistent and customer-centric experience.
 </li>
 <li>
 Drive process improvements by identifying inefficiencies, implementing automation, and optimizing self-service capabilities to elevate customer engagement.
 </li>
 <li>
 Manage escalations with precision, ensuring swift and effective resolution of critical customer issues while reinforcing brand trust and loyalty.
 </li>
 <li>
 Ensure compliance with local regulations, industry standards, and company policies to maintain operational integrity.
 </li>
 <li>
 Contribute to workforce planning, scheduling, and resource allocation, ensuring optimal staffing levels to support fluctuating customer demand.
 </li>
 <li>
 Champion innovation by staying ahead of emerging customer service trends, AI-driven solutions, and digital engagement technologies.
 </li>
 <li>
 Report on operational performance by analyzing data, identifying insights, and presenting strategic recommendations to senior leadership.
 
 
 
 </li>
 </ul>
 
 Qualifications
 
 
 
 <ul>
 <li>
 5&ndash;7 years of experience in customer service, including at least 2 years as an Operations Manager overseeing inbound teams and driving performance improvements.
 </li>
 <li>
 Deep expertise in customer service principles, contact center operations, and customer experience management.
 </li>
 <li>
 Bachelor&rsquo;s degree in Business Administration or a related field.
 </li>
 <li>
 Proven ability to optimize KPIs such as customer satisfaction scores, response times, and first-contact resolution rates.
 </li>
 <li>
 Bilingual fluency in English and Arabic (both written and verbal).
 </li>
 <li>
 Strong technical acumen, with proficiency in CRM systems, contact center technologies, and workforce management tools.
 </li>
 <li>
 Exceptional leadership skills, with a track record of building, motivating, and scaling high-performing teams.
 </li>
 <li>
 Sharp analytical and problem-solving abilities, with a customer-first approach to decision-making.
 </li>
 <li>
 In-depth knowledge of local market dynamics, regulatory requirements, and cultural nuances in customer interactions within the Middle East.
 </li>
 </ul>
 This is a role for a bold, proactive leader who thrives in fast-paced, high-growth environments. If you're ready to transform customer service operations and lead a world-class team, we want to hear from you.
</div>

Sscegypt

Customer Success Manager (CSM),plays a crucial role inensuring client satisfaction and retention by guiding them through their journey with our services, from onboarding to long-term usage.They build relationships, address concerns, and identify opportunities for growth and expansion.Key Responsibilities of a Success Manager (CSM): Customer Onboarding and Training:Guiding new customers through the initial stages of adoption and ensuring they understand how to use the product or service effectively. Relationship Management:Building and maintaining strong, trusting relationships with key client stakeholders. Proactive Issue Resolution:Identifying potential problems early and working to solve them before they impact customer satisfaction. Performance Monitoring:Tracking and analyzing customer usage, identifying trends, and flagging areas for improvement. Customer Success Planning:Helping clients develop and achieve their goals using the product or service. Up-selling and Cross-selling:Identifying opportunities to expand client relationships and increase revenue. Internal Collaboration:Working with sales, product, and other internal teams to ensure client success. Feedback Collection:Gathering customer feedback and providing it to internal teams to improve the product or service.A Cyber Security Pre-sales Consultant isresponsible for driving revenue growth by providing technical expertise, conducting services demonstrations, mainly in the area of GRC and assisting in the development of proposals and solutions for clients.They act as a trusted advisor, understanding client needs and communicating insights to the sales team.The services provided in this domain (IT framework, ISO 27001, CCC, GRC domain, .etc)Key Responsibilities: Technical Expertise:Possess a deep understanding of cybersecurity frameworks, products, and services. Solution Design:Develop and present tailored security solutions that meet client needs, often including designs, proposals, and technical documentation. Customer Engagement:Build relationships with clients, understand their challenges, and offer expert advice. Sales Support:Work closely with the sales team to qualify opportunities, prepare proposals, and assist in closing deals. Product Demonstrations:Conduct product demos and proof-of-concept sessions to showcase solutions. Requirements Gathering:Collect and analyze customer requirements, conducting workshops and presentations to understand their needs. Commercial Documents:Assist in creating and updating commercial documents like RFPs and RFIs. Staying Current:Keep up with industry trends, competitor offerings, and emerging technologies. Collaboration:Work with internal teams, partners, and vendors to ensure successful solution delivery.<img src="https://www.jobg8.com/Tracking.aspx?m1MhrCgiSOhtx8g2aWCYwsTa2UWIMSugc" width="0" height="0" />

Customer Success Manager

Fairmont

<div>Company Description 
Gr&uuml;nde f&uuml;r Accor zu arbeiten? 
Wir sind weit mehr als ein weltweit f&uuml;hrendes Unternehmen. Wir empfangen Dich so, wie Du bist und bei uns findest Du einen Beruf und eine Marke, die zu Deiner Pers&ouml;nlichkeit passen. 
Wir unterst&uuml;tzen Dich dabei, jeden Tag zu wachsen und zu lernen. Wir sorgen daf&uuml;r, dass Deine Arbeit einen Sinn in Deinem Leben hat und dass Du auf Deiner Reise mit uns die grenzenlosen M&ouml;glichkeiten von Accor erkunden kannst. 
Bei Accor kannst Du jedes Kapitel Deiner Geschichte selber schreiben, und gemeinsam k&ouml;nnen wir die Gastronomie und Hotellerie von morgen ver&auml;ndern. Entdecke das Leben, das Dich bei Accor erwartet, besuche https://careers.accor.com/. 
Tu das, was Du liebst, trage etwas f&uuml;r die Gemeinschaft in der Welt bei, und wage es den Status quo in Frage zu stellen! #BELIMITLESS 
Job Description 
We are seeking a dedicated and customer-focused Guest Experience Assistant Manager to join our team in Riyadh, Saudi Arabia. In this role, you will be responsible for ensuring exceptional guest experiences and supporting the Guest Experience Manager in overseeing daily operations.<ul><li>
Assist in managing and coordinating guest services to ensure the highest level of customer satisfaction</li><li>
Support the Guest Experience Manager in supervising and training front-of-house staff</li><li>
Handle complex guest inquiries, requests, and complaints in a professional and timely manner</li><li>
Collaborate with various departments to ensure seamless guest experiences across all touchpoints</li><li>
Implement and maintain standard operating procedures for guest services</li><li>
Monitor and analyze guest feedback to identify areas for improvement</li><li>
Assist in developing and implementing strategies to enhance guest satisfaction and loyalty</li><li>
Ensure compliance with hotel policies, procedures, and local regulations</li><li>
Participate in creating and managing guest experience initiatives and special events</li><li>
Support the management of departmental budgets and resources</li></ul> 

Qualifications 
<ul><li>
Bachelor's degree in Hospitality Management, Business Administration, or related field</li><li>
3-5 years of experience in hospitality or customer service management, preferably in a luxury hotel or resort setting</li><li>
Exceptional customer service skills with a strong focus on guest satisfaction</li><li>
Excellent communication and interpersonal skills</li><li>
Demonstrated leadership abilities and experience in team management</li><li>
Strong problem-solving and conflict resolution skills</li><li>
Proficiency in hospitality management software and Microsoft Office suite</li><li>
Ability to work flexible hours, including weekends and holidays</li><li>
Knowledge of hospitality industry standards and best practices</li><li>
Understanding of Saudi Arabian culture and customs</li><li>
Fluency in English; Arabic language skills highly preferred</li><li>
Hospitality industry certifications (e.g., Certified Hospitality Supervisor) are a plus</li></ul> 

Additional Information 
Guest Experience Assistant Manager &ndash; Your Team and Working Environment:
Join our Guest Experience team in a leadership role focused on supporting daily operations and elevating the overall guest journey. As a Guest Experience Assistant Manager, you will assist in overseeing guest services, handling escalations, coaching team members, and working closely with other departments to ensure service excellence and consistency.
We foster a collaborative and supportive work environment built on teamwork, respect, and continuous improvement. As a key support to the Guest Experience Manager, your leadership, attention to detail, and commitment to guest satisfaction will help create an environment where guests feel valued, confident, and well cared for.
Our Commitment to Diversity &amp; Inclusion:
We are committed to building an inclusive workplace that values diversity and empowers individuals from all backgrounds to grow, lead, and contribute with integrity, passion, and purpose.</div>

Guest Experience Assistant Manager

Explore 1304+ Customer services manager in Riyadh this January. Find roles across top companies and apply now to boost your career.

1304 customer services manager jobs IN Riyadh

Customer Care Manager

Customer Service Manager

Customer Service Operations Manager - Contact Center - Saudi National

Customer Service Operations Manager

Customer Service Operations Manager - Contact Center - Saudi National

Customer Success Manager

Guest Experience Assistant Manager