Customer Experience Manager📣 إعلان

About the Role

Riyadah Solutions, a rapidly expanding mobility and car-rental technology company, is seeking a Customer Experience Manager. This full-time position, based in Riyadh, requires a visionary leader to establish the customer experience function from the ground up, serving both B2C and B2B customer segments.

The role involves building and scaling operations, hiring and training teams, and owning the end-to-end customer experience. Candidates should have 5-10 years of relevant experience in this field.

Key Responsibilities

• Develop and manage two distinct support operations: a high-volume B2C call center (voice and non-voice) and a dedicated technical B2B center.
• Establish knowledge bases and self-service solutions to empower both customers and agents.
• Oversee recruitment, training, and quality assurance processes across both customer support teams.
• Manage all customer interaction channels, including phone, chat, email, and social media.
• Drive customer onboarding and ongoing account management, specifically for key B2B and government clients.
• Collaborate with product teams to enhance the application experience and integrate customer insights into product development.

Required Qualifications and Experience

• Demonstrated experience (5-10 years) in building and operating a customer support or CX function from inception. This includes call center setup, tooling, process definition, Service Level Agreements (SLAs), and Quality Assurance (QA).
• Proven command of omnichannel interactions, covering both voice and non-voice communication methods.
• Experience across both consumer (high-volume, app-based) and business/technical (B2B) support environments, or a clear ability to architect solutions for both.
• A track record of building, training, and leading high-performing support teams.

Essential Skills and Attributes

• Fluency in both Arabic and English.
• Firsthand understanding of the Saudi market, including staffing practices, customer expectations, and relationship norms.
• A product-centric and data-driven mindset, utilizing key metrics such as Customer Satisfaction (CSAT), Net Promoter Score (NPS), and first-contact resolution.

Work Environment and Location

This is a full-time position with Riyadah Solutions, based in Riyadh, Saudi Arabia. The role operates within a fast-growing technology company focused on mobility and car rental solutions.

Application Process

Candidates who meet the outlined qualifications and experience are encouraged to apply.