Customer Care Manager📣 Job Ad

About Webook

Webook (******** operates as Saudi Arabia's leading event ticketing and experience booking platform. Recognized for its technology, features, agility, and revenue, the platform serves major events across the Kingdom, having surpassed 2 billion in sales.

Role Summary

Webook is seeking a Customer Care Manager to lead customer care operations across *******, its clients, and global markets. This full-time position is based in Riyadh, Riyadh Province. The role involves end-to-end ownership of the customer care function, including in-house team management, service quality, escalations, processes, reporting, systems, and outsourcing strategy.

Operational Leadership

• Lead the day-to-day customer care operation for ******* and client accounts.
• Oversee customer inquiries, complaints, refunds, booking issues, payments, ticket access, and event-related concerns.
• Manage complex and sensitive escalations.
• Ensure comprehensive coverage across different markets, languages, time zones, major events, and high-demand periods.

Team and Process Development

• Manage, coach, and develop the in-house customer care team.
• Define team structures, shifts, workflows, escalation paths, and service standards.
• Develop and manage outsourcing and agency partnerships for global markets.
• Establish and monitor Key Performance Indicators (KPIs) such as response time, resolution time, customer satisfaction, backlog, quality, and productivity.
• Build quality assurance, training, and knowledge management processes.

Cross-functional Collaboration and Reporting

• Collaborate with Product, Technology, Operations, Finance, Marketing, and Commercial teams to resolve recurring customer issues.
• Identify opportunities to improve processes, systems, automation, and the overall customer journey.
• Provide regular performance reports and customer insights to leadership.

Candidate Profile

The ideal candidate is a hands-on leader capable of building a scalable operation while consistently maintaining a high standard of customer experience.