Customer Experience Manager

We're looking for a Customer Experience Manager to take ownership of the end-to-end customer experience for a fast-growing B2B spend-management platform serving finance teams across Saudi Arabia.

You'll be responsible for making sure every customer interaction, from support tickets and calls to escalations and self-serve resources, is smooth, efficient, and consistently high-quality. You'll own the key CX metrics, improve SLAs, and turn customer feedback and recurring issues into meaningful improvements.

This is an operator role, not a pure people-management role. You'll be hands-on with dashboards, processes, reporting, and root-cause analysis, while working closely with Product and Engineering to improve the customer journey and build smarter, more scalable support operations.

If you enjoy building processes, solving problems, using data to drive decisions, and making customer experience better at scale, this role is for you.

Responsibilties

• Own day-to-day support operations across ticketing, phone, and in-app channels; manage queue health, routing, and coverage
• Lead, coach, and schedule the support team; run QA on ticket and call quality with a documented scorecard
• Own the Support SLA & Escalation Matrix: First response, resolution, and escalation paths across L1/L2/L3 and third-party processors
• Track and drive the core CX metrics: First-response and resolution SLA attainment, call abandonment, callback compliance, awaiting-customer rate, reopened-ticket rate, CSAT
• Build and maintain reporting in Zoho Desk/Zoho Analytics; publish a weekly operations review with findings and actions, not just numbers
• Own the knowledge base, customer-facing and internal, including release-triggered updates and the content feeding the AI call agent
• Identify recurring ticket drivers and convert them into product fixes, automations, or self-serve content; work with Engineering and Product to close them
• Ensure complaint handling meets SAMA requirements, including complaint logging, response timelines, and escalation/disclosure obligations
• Manage escalations end-to-end, including card, transaction, and processor-side issues requiring third-party coordination
• Drive automation of manual support workflows (macros, auto-assignment, classification, n8n-style integrations)

Requirements

• 5+ years in customer support/experience, with at least 2 years managing a team
• Experience in fintech, banking, payments, or SaaS; exposure to a regulated environment strongly preferred
• Hands-on with a modern helpdesk platform (Zoho Desk, Zendesk, Freshdesk, Intercom) including SLA configuration, workflows, and reporting
• Comfortable working with data, able to build dashboards, interrogate numbers, and defend a recommendation. SQL is a plus
• Strong process-writing ability: SOPs, escalation matrices, and policy documents
• Fluent Arabic and English, written and spoken
• Saudi nationality
• Onsite position

Nice to have

• Familiarity with card issuing/processing concepts (authorisations, declines, chargebacks, 3DS)
• Experience with SAMA consumer-protection or complaint-handling requirements
• Experience deploying AI/automation in a support function