customer support 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

AlGooru

<div>AlGooru is hunting for the next generation of Support talents!
We&rsquo;re looking for a Customer Support Lead
 A bit about us
AlGooru is a Saudi-based edtech startup that uses AI to connect students with on-demand private tutors over 20+ subjects.
 Main responsibilities<ul>
<li>
Build the Customer Support department from (almost) scratch.</li>
<li>Contribute significantly to the company&rsquo;s goal of delivering exceptional user experiences and top-tier support across various channels.</li>
<li>Work closely with Sales, Supply, Product and Marketing to improve the customer experience and align goals</li>
</ul>
 A day in your life
Strategic Planning and Roadmap Execution 
<ul>
<li>
Oversee daily Customer Support operations to ensure a seamless experience for clients and tutors
</li><li>Hire and onboard new Customer Support agents
</li><li>Lead, support, and coach Support agents to maintain service quality and consistency
</li><li>Utilize and optimize tools and systems to improve team productivity and service quality
</li><li>Gather and communicate feedback from the Tutor Community to support strategic improvements</li>
</ul>
Customer Operations, Analysis &amp; Reporting 
<ul>
<li>
Help map the customer journey post-sales, identifying key touchpoints and engagement opportunities
</li><li>Track and analyze support metrics to monitor performance, identify trends, and improve service quality
</li><li>Support the analysis of customer support practices and policies to ensure alignment with client and tutor needs
</li><li>Collect, analyze, and relay customer and tutor feedback to improve processes and service quality
</li><li>Implement short-term solutions and contribute to long-term operational improvements
</li><li>Collaborate with internal teams to align Customer Support activities with company goals and initiatives</li></ul> 

Customer Experience, Escalations &amp; Brand Representation 
<ul>
<li>
Serve as the main escalation point for complex customer and tutor issues
</li><li>Oversee handling of customer and tutor inquiries across phone and messaging platforms
</li><li>Manage and optimize the CRM to ensure accurate tracking and timely resolution of issues
</li><li>Ensure effective support for session bookings, rescheduling, platform navigation, and technical troubleshooting
</li><li>Contribute to optimizing in-app customer experiences (notifications, user prompts, and flows)
</li><li>Collaborate with Product teams by translating customer feedback into actionable insights
</li><li>Ensure brand values and tone are consistently reflected across all customer interaction channels</li>
</ul>
Requirements
 Experience needed<ul>
<li>
3+ years of experience leading Customer Support teams in a B2C environment, with clear ownership of service quality and customer experience.
</li><li>3+ years in customer relationship leadership, with a strong understanding of customer behavior and post-sales journeys.
</li><li>Hands-on experience with CRMs and customer communication tools (ideally HubSpot and MessageBird).
</li><li>Data-driven and metrics-focused, comfortable working with KPIs, SLAs, and OKRs to improve performance.
</li><li>Experience collaborating cross-functionally to translate customer feedback into operational or product improvements.
</li><li>Truly customer-obsessed, with a high bar for service quality and brand representation.</li>
</ul><ul><li>Our application process</li></ul><ul>
<li>
Screening &amp; Intro Call (5-10 mins)</li>
<li>Chemistry interview (15-30 minutes)</li>
<li>Technical interview (30-60 minutes)</li>
<li>Technical assessment</li>
<li>Vision-fit interview (60-90 minutes)</li>
<li>Offer extended to successful applicants</li>
</ul>
Benefits
 Role benefits<ul>
<li>Work from anywhere</li>
<li>Unlimited paid sick days</li>
<li>No clocking in/out</li>
<li>ESOP shares</li>
<li>Laptop fund</li>
<li>Fast promotions (like really fast)</li>
<li>Enjoy monthly Pizza Fridays</li>
<li>Learn anything online and expense it on us</li>
<li>Travel for company events and get reimbursed</li>
 </ul>How to gain extra Gooru points<ul>
<li>Demonstrate your entrepreneurial, hustling, and energetic spirit</li>
<li>Prove your ability to take full ownership of your role without the need to be micromanaged</li>
<li>Conduct proper research about AlGooru prior to your interviews with us, we love people who already know about us.</li>
<li>Be extra organized&hellip; like extra&hellip;</li></ul></div>

Customer Support Lead

ACOUSTIEG

<div>
 Welcome to where every role drives real change. At ACOUSTIEG, we don't just offer jobs, we offer the chance to shape industries and transform communities. Join professionals who wake up knowing their work matters, solving challenges that impact millions. Founded in 2018, ACOUSTIEG is one of Saudi Arabia&rsquo;s leading companies in acoustic treatment and sound isolation. We deliver innovative solutions tailored to various sectors, from healthcare and education to residential and commercial projects. Ready to do work that matters? Explore our roles and join those making a real difference.
 
 
 
 Description
 
 
 
 ACOUSTIEG, a leading company in acoustic treatment and sound isolation based in Saudi Arabia, is seeking a Business Support Manager. This role involves overseeing support operations, coordinating between teams, and ensuring client satisfaction to enhance the company's service delivery. The successful candidate will play a key part in driving operational efficiency and supporting business growth, contributing to the company's mission of delivering innovative acoustic solutions across various sectors.
 
 
 
 Requirements
 
 
 
 <ul>
 <li>
 Bachelor's degree in Business Administration, Management, or related field.
 </li>
 <li>
 3-5 years of experience in business support or operations management.
 </li>
 <li>
 Strong organizational and leadership skills.
 </li>
 <li>
 Excellent communication and problem-solving abilities.
 </li>
 <li>
 Proficiency in English and Arabic.
 
 
 </li>
 </ul>
 Roles And Responsibilities
 
 
 <ul>
 <li>
 Manage and oversee business support functions to ensure smooth operations.
 </li>
 <li>
 Coordinate between different departments to facilitate effective communication.
 </li>
 <li>
 Support client relations and address support-related inquiries.
 </li>
 <li>
 Implement process improvements to enhance efficiency.
 </li>
 <li>
 Assist in strategic planning and reporting activities.
 
 
 </li>
 </ul>
 Benefits
 
 
 <ul>
 <li>
 Competitive salary package.
 </li>
 <li>
 Remote work flexibility.
 </li>
 <li>
 Opportunities for professional growth and development.
 </li>
 <li>
 Collaborative and innovative work environment.
 
 
 </li>
 </ul>
 Skills
 
 
 <ul>
 <li>
 Strong leadership and organizational skills.
 </li>
 <li>
 Excellent communication skills in English and Arabic.
 </li>
 <li>
 Problem-solving and decision-making abilities.
 </li>
 <li>
 Proficiency with business support tools and software.
 </li>
 </ul>
</div>

مدير دعم الاعمال

Vivo

Job Description: Customer Service Operations Specialist Reports to: Customer Service ManagerLocation: Riyadh, Saudi ArabiaJob PurposeTo provide comprehensive operational and administrative support to the Customer Service Manager by coordinating department activities, managing strategic partner relationships (Jarir, Lulu, Nesto), ensuring compliance with service standards, and enhancing customer satisfaction through efficient maintenance coordination, reporting, and claims management.Key Responsibilities 1. Operations Supervision &amp; Administration - Support the department manager in organizing and supervising daily customer service activities.- Ensure smooth workflow and compliance with company policies and procedures.- Assign and monitor tasks among internal teams and authorized service centers.- Assist in developing and implementing departmental operational plans.2. Strategic Partner Management - Serve as the primary contact for strategic partners: Jarir, Lulu, and Nesto .- Manage all partner communications professionally and ensure timely responses.- Resolve operational issues and ensure adherence to Service Level Agreements (SLAs).- Maintain strong partner relationships through consistent follow-up and support.3. Maintenance &amp; Spare Parts Coordination - Coordinate spare parts dispatch to Jarir according to customer maintenance contracts.- Track maintenance operations for Jarir customers to ensure contractual compliance.- Accurately record and update maintenance data, including DOA (Dead on Arrival) cases.- Monitor device repair status and maintain system accuracy.4. Shipping &amp; Logistics Management - Process shipping waybills for customers outside Riyadh and Jeddah service coverage.- Coordinate with logistics providers to ensure timely dispatch and delivery.- Verify compliance with shipping protocols and shipment security.5. Reporting &amp; Performance Monitoring - Prepare and analyze periodic maintenance reports (including monthly Jarir reports).- Monitor key performance indicators (KPIs) for customer service services and partners.- Present findings and improvement recommendations to senior management.6. Invoicing &amp; Claims Processing - Submit maintenance invoices and claims for partners (Jarir, Lulu, Nesto).- Collaborate with the Finance Department to ensure accurate and timely claim approvals.Qualifications &amp; Requirements Education &amp; Experience - Bachelor&rsquo;s degree in Business Administration, Supply Chain, or related field.- Minimum 3 years of experience in customer service, customer service, or operations, preferably in electronics/telecom.- Experience with strategic partner or account management.Skills &amp; Competencies - Excellent communication in Arabic and English .- Proficiency in MS Office and ERP/CRM systems.- Strong organizational and problem-solving abilities.- Ability to work under pressure and manage multiple priorities.- Knowledge of KSA market and retail partners (Jarir, Lulu, Nesto) is a plus.Personal Attributes - Detail-oriented and proactive.- Strong interpersonal and negotiation skills.- Customer-focused with a service mindset.نوع الوظيفة: دوام كاملالراتب المدفوع: ﷼٤٬٠٠٠٫٠٠&nbsp;لكل شهر

خدمة العملاء Customer Service

Apparel Group

<div>
 
 Job Description
 
 
 
 
 Objective:
 
 
 
 <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.
 
 
 </li>
 </ul>
 
 Key Responsibility:
 
 
 
 <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
 
 
 </li>
 </ul>
 
 Desired Experience:
 
 
 
 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

vivo | WEIWO ELECTRONIC AND TECHNOLOGY

Job Description: Customer Service Operations Specialist Reports to: Customer Service ManagerLocation: Riyadh, Saudi ArabiaJob PurposeTo provide comprehensive operational and administrative support to the Customer Service Manager by coordinating department activities, managing strategic partner relationships (Jarir, Lulu, Nesto), ensuring compliance with service standards, and enhancing customer satisfaction through efficient maintenance coordination, reporting, and claims management.Key Responsibilities 1. Operations Supervision &amp; Administration - Support the department manager in organizing and supervising daily customer service activities.- Ensure smooth workflow and compliance with company policies and procedures.- Assign and monitor tasks among internal teams and authorized service centers.- Assist in developing and implementing departmental operational plans.2. Strategic Partner Management - Serve as the primary contact for strategic partners: Jarir, Lulu, and Nesto .- Manage all partner communications professionally and ensure timely responses.- Resolve operational issues and ensure adherence to Service Level Agreements (SLAs).- Maintain strong partner relationships through consistent follow-up and support.3. Maintenance &amp; Spare Parts Coordination - Coordinate spare parts dispatch to Jarir according to customer maintenance contracts.- Track maintenance operations for Jarir customers to ensure contractual compliance.- Accurately record and update maintenance data, including DOA (Dead on Arrival) cases.- Monitor device repair status and maintain system accuracy.4. Shipping &amp; Logistics Management - Process shipping waybills for customers outside Riyadh and Jeddah service coverage.- Coordinate with logistics providers to ensure timely dispatch and delivery.- Verify compliance with shipping protocols and shipment security.5. Reporting &amp; Performance Monitoring - Prepare and analyze periodic maintenance reports (including monthly Jarir reports).- Monitor key performance indicators (KPIs) for customer service services and partners.- Present findings and improvement recommendations to senior management.6. Invoicing &amp; Claims Processing - Submit maintenance invoices and claims for partners (Jarir, Lulu, Nesto).- Collaborate with the Finance Department to ensure accurate and timely claim approvals.Qualifications &amp; Requirements Education &amp; Experience - Bachelor&rsquo;s degree in Business Administration, Supply Chain, or related field.- Minimum 3 years of experience in customer service, customer service, or operations, preferably in electronics/telecom.- Experience with strategic partner or account management.Skills &amp; Competencies - Excellent communication in Arabic and English .- Proficiency in MS Office and ERP/CRM systems.- Strong organizational and problem-solving abilities.- Ability to work under pressure and manage multiple priorities.- Knowledge of KSA market and retail partners (Jarir, Lulu, Nesto) is a plus.Personal Attributes - Detail-oriented and proactive.- Strong interpersonal and negotiation skills.- Customer-focused with a service mindset.Job Type: Full-timePay: ﷼6,000.00 - ﷼7,000.00 per monthEducation:<ul><li>Bachelor's (Preferred)</li></ul>Experience:<ul><li>Customer Service Operations: 3 years (Preferred)</li><li>Warehousing operations: 2 years (Preferred)</li><li>Strategic Partner Management : 2 years (Preferred)</li><li>Mobile Center After Sales: 2 years (Preferred)</li></ul>Language:<ul><li>Arabic (Preferred)</li><li>English (Preferred)</li></ul>

Customer Service Operations Specialist

Explore 1586+ Customer support manager in Riyadh Saudi Arabia this January. Find roles across top companies and apply now to boost your career.