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customer experience specialist Jobs in Riyadh

customer experience specialist

sales account manager

customer support manager

Ethra Human Resources

<p>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.</p> 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

<div>:
<div><b>
Senior Technical Support Account Manager - Saudi Arabia, Riyadh</b></div><div></div><div><b><br>
Senior Technical Support Account Manager</b></div><div></div><div><br>
We&rsquo;re a leader in data and AI. Through our software and services, we inspire customers around the world to transform data into intelligence - and questions into answers.</div><div></div><div><br>
If you're looking for a dynamic, fulfilling career with flexibility and a world-class employee experience, you'll find it here. We're recognized around the world for our inclusive, meaningful culture and innovative technologies by organizations like Fast Company, Forbes, Newsweek and more.</div><div></div><div><b><br>
About the job</b></div><div>
The Technical Support team is looking for a Senior Technical Support Account Manager who will provide post-sales support across enterprise-class SAS business software applications and/or solutions for strategic customers as assigned and serve as an advocate and escalation point for the customer acting as a liaison between all SAS divisions. Provide input and guidance during the customer lifecycle and contribute as a stakeholder to the success of the customer&rsquo;s relationship with SAS.</div><div><br>
</div><div><b>As a Senior Technical Support Account Manager, you will:</b></div><ul><li><p>
Act as an strategic technical advisor to customers on SAS support related activities.</p></li><li><p>
Proactively communicate carefully and effectively with customer and experts across SAS during the problem resolution process. Accurately document and specify information in the case management system during the entire case life cycle. Provide status updates for all outstanding issues.</p></li><li><p>
Consistently set and manage internal and external expectations and project pressures at all levels of technical and business management including coordinating/managing problem escalation activities and communications (outside business hours for business-critical problems as appropriate). Follow defined Standard Operating Procedures to ensure consistent delivery of standards and services. Coordinate SAS resources as required to deliver support services. Often perform these duties under pressure where decisions have a significant business impact for SAS and/or customers.</p></li><li><p>
Routinely build knowledge of SAS and specialized technical and business domain knowledge with an understanding of the business problems that are addressed by SAS applications and/or solutions. Help customers understand where risks exist, suggest strategies for mitigation, and recommend resources to help reduce risk. Facilitate the timely and sufficient resolution of all customer issues and requests.</p></li><li><p>
Collaborate with experts across technical support departments, SAS divisions, and partners when necessary. Keep internal and external stakeholder groups informed of problems, suggestions and general comments and concerns related to the software, the business domain, and the account, as appropriate. Act as an advocate for the customer.</p></li><li><p>
Identify and share account intelligence with sales account teams, identifying new software or services sales opportunities. Contribute to the proposal definition and sales of new support service opportunities. Solicit feedback on technical support services.</p></li><li><p>
Suggest, manage, and implement special projects to assist Technical Support, users, or other teams.</p></li><li>
Ensure all applicable security policies and processes are followed to support the organization's secure software development goals.</li><li>
Embrace curiosity, passion, authenticity and accountability. These are our values and influence everything we do.</li></ul><div></div><div><b><br>
Required qualifications</b></div><br>
<div></div><ul><li>
Minimum 7 years of relevant experience in software support. Relevant experience may also include designing leadership.</li><li><p>
Advanced English and Arabic for client interaction.</p></li><li><p>
Strong communication skills.</p></li><li><p>
Excellent organizational skills and strong problem resolution skills.</p></li><li><p>
Has in-depth knowledge of the support industry.</p></li><li><p>
Ability to use unique skills to contribute to the development of company objectives and principles and to achieve goals in creative and effective ways.</p></li><li><p>
Ability to deliver presentations to various audiences including colleagues, customers, and industry experts.</p></li><li>
Travel as business requirements dictate at management discretion.</li><li>
Equivalent combination of related education, training and experience may be considered in place of the above qualifications.</li></ul><div></div><div><b><br>
Additional competencies, knowledge and skills</b></div><ul><li><b>
Decision making -</b> Identifying and understanding problems and opportunities by gathering, analyzing, and interpreting quantitative and qualitative information.</li><li><b>
Communication -</b> Conveying information and ideas clearly and concisely to individuals or groups in an engaging manner that helps them understand and retain the message, listening actively to others.</li><li><b>
Influencing -</b> Using effective involvement and persuasion strategies to gain acceptance of ideas and commitment to actions that support specific work outcomes.</li></ul><div></div><div><b><br>
Benefits highlights</b><b>
</b></div><ul><li>Housing allowance</li><li>
Schooling allowance</li><li>
Medical Insurance</li><li>
Life Insurance</li></ul><div><b>
You are welcome here.</b></div><div>
At SAS, it&rsquo;s not about fitting into our culture &ndash; it&rsquo;s about adding to it. We believe our people make the difference. Our inclusive workforce brings together unique talents and inspires teams to create amazing software that reflects the diversity of our users and customers.</div><div></div><div><b><br>
Additional Information:</b></div><div><i>
SAS only sends emails from verified &ldquo;sas.com&rdquo; email addresses and never asks for sensitive, personal information or money. If you have any doubts about the authenticity of any type of communication from, or on behalf of SAS, please contact </i><i>Recruitingsupport@sas.com.</i></div><div></div><div><br>
Let's stay in touch! Join our Talent Community to stay up to date on company news, job updates and more.</div><div></div><div><br>
#LI-MS1</div><div>
#SAS</div></div>

Sr Technical Support Account Manager

Tabby | تابي

<div>
 <p>
  <strong>
   Department:
  </strong>
  Customer Support Ops
 </p>
 <p>
  <strong>
   Location:
  </strong>
  KSA
 </p>
 <p>
  <strong>
   Compensation:
  </strong>
  ر.س17,500 - ر.س22,500 / month
  <br/>
  <br/>
 </p>
 <strong>
  Description
  <br/>
  <br/>
 </strong>
 <strong>
  Tabby
 </strong>
 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.
 <br/>
 <br/>
 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.
 <br/>
 <br/>
 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.
 <br/>
 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.
 <br/>
 <br/>
 We are looking for a
 <strong>
  high-impact Operations Manager
 </strong>
 to drive excellence in our customer service operations in KSA. This role is
 <strong>
  critical
 </strong>
 to ensuring seamless, high-performance contact center operations while delivering an exceptional customer experience.
 <br/>
 <br/>
 As a
 <strong>
  strategic leader
 </strong>
 , you will work alongside the Head of the Contact Center to implement
 <strong>
  scalable
 </strong>
 service strategies, optimize workflows, and enhance operational efficiency. You will be instrumental in achieving
 <strong>
  key performance metrics
 </strong>
 and setting new standards for customer satisfaction.
 <br/>
 <br/>
 <br/>
 <br/>
 <strong>
  Key Responsibilities
  <br/>
  <br/>
 </strong>
 <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.
   <br/>
   <br/>
   <br/>
  </li>
 </ul>
 <strong>
  Qualifications
  <br/>
  <br/>
 </strong>
 <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

PetroApp

<div><p>Organize and oversee the daily operations of PetroApp, ensure business is well-coordinated and productive by managing its procedures and coaching operations department representatives, the goal is to safeguard and augment the efficiency of the company&rsquo;s operations to facilitate accelerating development and long-term success.</p><p></p><p><b>
Duties &amp; responsibilities:
</b></p><ul><li>Liaise with superior to make decisions for operational activities and set strategic goals</li>
<li>Plan and monitor the day-to-day running of business to ensure smooth progress</li>
<li>Evaluate regularly the efficiency of business procedures according to organizational objectives and apply improvements</li>
<li>Manage procurement processes and coordinate material and resources allocation</li>
<li>Oversee operations / customer support processes and organize them to enhance customer satisfaction</li>
<li>Review financial information and adjust operational budgets to promote profitability</li>
<li>Manage relationships/agreements with external partners/vendors</li>
<li>Evaluate overall performance by gathering, analyzing and interpreting data and metrics</li>
<li>Responsible for the implementation of the HSE procedures in his/her area, comply with the internal regulations.</li>
</ul><p><b>
Requirements</b></p><p><b>
Skills &amp; Competencies:</b></p><ul>
<li>
Strong planning and organizing abilities.</li>
<li>Excellent communication and negotiation skills.</li>
<li>High analytical and numerical ability.</li>
<li>Customer focus and quality oriented mindset.</li>
<li>Leadership, strategic thinking, and ability to drive transformation.</li>
<li>Strong problem-solving skills and ability to motivate people.</li>
<li>Technical support expertise, feedback analysis, and customer handling abilities.</li>
<li>Proficient in Microsoft Office, Slack, and ERP systems.</li>
<li>Proficient in English.</li></ul></div>

Head of Operations

Tabby

<div><h3 class="jobSectionHeader"><b>Description</b></h3><div><br>
Tabby is seeking a <b>Partner Support Team Leader</b> who is observant, analytical, goal-oriented, and people-focused. You will play a key role in ensuring that our partners receive world-class support by managing performance, enabling process excellence, and developing high-performing teams.<br>
</div><div>
<br>
This role requires someone who thrives in a fast-paced environment, can translate business priorities into operational targets, and is confident in coaching and inspiring others. You will be responsible for delivering an outstanding partner experience while ensuring adherence to service levels, operational policies, and continuous improvement standards.</div><h3 class="jobSectionHeader"><b><br>
Key Responsibilities</b></h3><br>
<ul>
<li>
<b>Team Leadership &amp; Coaching</b><ul>
<li>Lead, coach, and motivate a Partner Support team to consistently achieve KPIs (CSAT, FCR, Productivity, Adherence).</li>
<li>Deliver structured feedback through QA reviews, calibration sessions, and performance 1:1s.</li>
Create and maintain development plans to grow skills and retain top performers.<br>
<li>
</li></ul></li><li><b>Operational Delivery</b><ul>
<li>Manage daily workflows, escalations, and partner deliverables across multiple support channels.</li>
<li>Drive performance improvement routines, ensuring SLA achievement and fair application of policies (e.g., DAT, Hold Timer, CSAT Fraud controls).</li>
Collaborate with Operations Manager to identify risks, close delivery gaps, and optimize team scheduling.<br>
<li>
</li></ul></li><li><b>Quality &amp; Process Management</b><br>
<ul>
<li>Participate in QA monitoring and ensure action plans are executed.</li>
<li>Champion the side-ticket and escalation framework to maintain efficiency and traceability.</li>
<li>Keep the team updated on product/process changes and industry trends.</li>
Identify opportunities for automation and workflow improvement to enhance partner experience.<br>
<li>
</li></ul></li><li><b>Stakeholder &amp; Business Alignment</b></li>
<li>Partner with Scoring, Finance, BD, and Product teams to resolve escalations and streamline partner journeys.</li>
<li>Support delivery of business targets through reporting, root-cause analysis, and solution proposals.</li>
<li>Escalate high-impact issues to senior management with clear data and recommendations.</li></ul><div></div><h3 class="jobSectionHeader"><b><br>
Skills, Knowledge &amp; Expertise</b></h3><br>
<ul>
<li>
Proven success in contact center or B2B support leadership (1+ years as TL or Manager).</li>
<li>Experience with financial services, fintech, banking, or e-commerce preferred.</li>
<li>Strong coaching, people development, and performance management skills.</li>
<li>Excellent analytical and problem-solving abilities; able to turn data into action.</li>
<li>Fluency in English (B2+) required; strong Arabic is an advantage.</li>
<li>Experience in remote or distributed team management is a plus.</li>
<li>Confident handling demanding partners, escalations, and sensitive situations.</li>
<li>Skilled in reporting and presenting findings to management.</li>
<li>Bachelor&rsquo;s degree in a relevant discipline (business, operations, or related field).</li></ul><div></div><h3 class="jobSectionHeader"><b><br>
Job Benefits</b></h3><br>
<ul>
<li>
Quarterly Bonus based on achieving operational targets.</li>
<li>Career Growth Opportunities, subject to business needs and performance.</li>
<li>Rotational Shifts: 24/7 operation, 5 working days per week, 9-hour shifts including breaks.</li>
<li>Exposure to a high-growth fintech environment with opportunities to shape operational excellence.</li></ul><br>
<h3 class="jobSectionHeader"><b>
About Tabby</b></h3><div>
Tabby creates financial freedom in the way people shop, earn and save, by reshaping their relationship with money.<br>
<br>
The company&rsquo;s flagship offering allows shoppers to split their payments online and in-store with no interest or fees. Over 32,000 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.<br>
<br>
Tabby has generated over $7 billion in transaction volume for its partner brands and has the highest rated, most reviewed, largest and fastest growing app of any fintech in the GCC region.<br>
<br>
Tabby launched operations in 2020 and has raised +$1 billion in equity and debt funding from global and regional investors.</div></div>

Partner Support Team Leader , Saudi Resident

Abunayyan Holding

<div>
 <p>
  <strong>
   Job Title: Sales Account Manager - Solar Utility
  </strong>
 </p>
 <p>
  <strong>
   Industry: Candidate must be from Solar Utility Industry
  </strong>
 </p>
 <p>
  <strong>
   Work Location: Riyadh
  </strong>
 </p>
 <p>
  <strong>
   Job Overview
  </strong>
 </p>
 <p>
  The role is responsible for managing large strategic accounts, driving continuous business growth, and promoting cross-selling across all Organization's
  <strong>
   Solar Utility
  </strong>
  product offerings. The position will also support the Sales Operations Manager in overseeing regional activities and providing administrative and operational support to the sales team.
 </p>
 <p>
  <strong>
   Key Responsibilities
  </strong>
 </p>
 <p>
  <strong>
   Sales Operations
  </strong>
 </p>
 <ul>
  <li>
   Maintain up-to-date market intelligence, including project pipelines, key stakeholders, competitors, and customer trends. Share insights regularly with the Sales Manager, Branch Sales Teams, and Marketing.
  </li>
  <li>
   Develop and strengthen relationships with local government authorities, consultants, and key customers.
  </li>
  <li>
   Expand the customer base and ensure high levels of customer satisfaction.
  </li>
  <li>
   Prepare comprehensive reports on regional performance and present key insights to management.
  </li>
  <li>
   Assess the financial capabilities and purchasing behavior of existing and potential customers.
  </li>
  <li>
   Prepare detailed monthly sales forecasts for the Supply Chain Manager and Product Managers to support accurate demand planning.
  </li>
  <li>
   Ensure adherence to standards for product quality, customer service, and health &amp; safety.
  </li>
  <li>
   Develop and execute a plan to achieve assigned sales targets.
  </li>
  <li>
   Support the Branch Manager in developing annual sales plans and budgets.
  </li>
 </ul>
 <p>
  <strong>
   Coaching &amp; Team Development
  </strong>
 </p>
 <ul>
  <li>
   Supervise and guide junior Sales Engineers in executing their tasks.
  </li>
  <li>
   Evaluate the performance of direct reports and ensure they receive necessary training and development.
  </li>
  <li>
   Identify and prioritize potential customers through market research, visits, and strategic presentations.
  </li>
  <li>
   Support the onboarding of new staff and participate in performance evaluations for branch employees.
  </li>
  <li>
   Ensure compliance with all relevant Quality Management System (QMS) procedures to maintain consistent delivery of high-quality products and services.
  </li>
 </ul>
 <p>
  <strong>
   Industry / Domain
  </strong>
 </p>
 <p>
  Sales / Engineering
 </p>
 <p>
  <strong>
   Required Knowledge and Experience
  </strong>
 </p>
 <ul>
  <li>
   4&ndash;8 years of experience in B2B sales, account management, or business development, preferably in a technical or engineering environment.
  </li>
 </ul>
 <p>
  <strong>
   Education &amp; Certifications
  </strong>
 </p>
 <ul>
  <li>
   Bachelor&rsquo;s degree in Business, Sales, Marketing, Engineering, or a related field.
  </li>
  <li>
   MBA is preferred.
  </li>
 </ul>
 <p>
  <strong>
   Core Competencies
  </strong>
 </p>
 <ul>
  <li>
   Collaboration
  </li>
  <li>
   Customer Focus
  </li>
  <li>
   Learning &amp; Coaching
  </li>
  <li>
   Operational Excellence
  </li>
 </ul>
 <p>
  <strong>
   Leadership Competencies
  </strong>
 </p>
 <ul>
  <li>
   Decision Making
  </li>
  <li>
   Impact &amp; Influence
  </li>
  <li>
   Strategic Thinking
  </li>
 </ul>
 <p>
  <strong>
   Functional Competencies
  </strong>
 </p>
 <ul>
  <li>
   Communication Skills
  </li>
  <li>
   Commercial Knowledge
  </li>
  <li>
   Negotiation
  </li>
  <li>
   Customer/Partner Relationship Management
  </li>
  <li>
   Product/Service Knowledge
  </li>
  <li>
   Research &amp; Data Gathering
  </li>
  <li>
   Business Acumen
  </li>
  <li>
   Data Analysis
  </li>
  <li>
   Business Performance Management
  </li>
  <li>
   Documentation &amp; Reporting
  </li>
 </ul>
</div>


Sales Account Manager

Apparel Group

<div>
 <strong>
  Job Description
  <br/>
  <br/>
 </strong>
 <strong>
  Objective:
  <br/>
  <br/>
 </strong>
 <ul>
  <li>
   Ensuring the highest levels of customer service are provided by retail staff and ensure they have the skills and support required for maximizing sales
  </li>
  <li>
   Assisting the Store Manager in efficient and profitable operation of the store, in accordance with the Company policies and procedures
  </li>
  <li>
   End to end store responsibility in absence of Store Manager
  </li>
  <li>
   Promote the Loyalty Program of the company for maximizing loyalty and repeat sales
  </li>
  <li>
   Provide feedback to the Store Manager and Area Manager with regards to employees and products.
   <br/>
   <br/>
  </li>
 </ul>
 <strong>
  Key Responsibility:
  <br/>
  <br/>
 </strong>
 <ul>
  <li>
   Must be fashionable / well-groomed and possess up-to-date product knowledge to ensure minimal stock loss
  </li>
  <li>
   Maintains knowledge of new product, trend and fashion directives at all times in order to effectively respond to and anticipate customer needs
  </li>
  <li>
   Ensuring the retail staff has the skill to provide highest levels of customer service for maximizing the sales
  </li>
  <li>
   Assisting the Store Manager in implementation of operating procedures at the store as per the company standards
  </li>
  <li>
   Ensure the brand and company&rsquo;s policies and procedures are adhered by all the staff at all the times
  </li>
  <li>
   Regularly audits own store administration and resolve any issues
  </li>
  <li>
   Manage the daily roaster, leave and grievances of the retail staff
  </li>
  <li>
   Maintain the visual merchandising standards at the stores all the time as per set VM standards
  </li>
  <li>
   Promote the Club Apparel Loyalty Program of the company for repeat sales
  </li>
  <li>
   Provide feedback to the Store Manager and/or Area Manager with regards to the employees and products
  </li>
  <li>
   Ensure awareness and vigilance at all times of security in the store without any negligence
  </li>
  <li>
   Must be updated about the various brands of the group for suggestive selling to the customers
  </li>
  <li>
   End to end store responsibility in absence of Store Manager
  </li>
  <li>
   Must be physically fit to stand for extended hours and heavy lifting
   <br/>
   <br/>
  </li>
 </ul>
 <strong>
  Desired Experience:
  <br/>
  <br/>
 </strong>
 The ideal Store Supervisor in a retail company should have 3+ years of progressive experience in customer centric role with strong management experience, leadership skills and problem-solving skills. Proven success in enhancing customer engagement, and achieving &amp; exceeding sales KPI targets for stores. A bachelor's degree in business administration, retail management, or a related field is often preferred.
</div>


Supervisor

Explore 1732+ Customer support manager in Riyadh this December. Find roles across top companies and apply now to boost your career.