Customer Experience Manager📣 Job Ad

About the Role

Hire Fellows is seeking a Customer Experience Manager to lead the end-to-end customer experience for a rapidly expanding B2B spend-management platform. This full-time, onsite position is based in Riyadh, Saudi Arabia, and focuses on ensuring high-quality customer interactions for finance teams across the region.

Role Scope and Focus

The Customer Experience Manager will be responsible for ensuring every customer interaction, from support tickets and calls to escalations and self-serve resources, is smooth, efficient, and consistently high-quality. This is an operator role, requiring a hands-on approach to dashboards, processes, reporting, and root-cause analysis. The role involves close collaboration with Product and Engineering teams to enhance the customer journey and build smarter, more scalable support operations, driven by data and a focus on continuous improvement.

Key Responsibilities

• 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, covering first response, resolution, and escalation paths across L1/L2/L3 and third-party processors.
• Track and drive core CX metrics, including first-response and resolution SLA attainment, call abandonment, callback compliance, awaiting-customer rate, reopened-ticket rate, and CSAT.
• Build and maintain reporting in Zoho Desk/Zoho Analytics; publish a weekly operations review with findings and actions.
• Own the knowledge base, both customer-facing and internal, including release-triggered updates and 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 implement solutions.
• 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 using tools like macros, auto-assignment, classification, and n8n-style integrations.

Required Qualifications

• 5+ years of experience in customer support or customer experience, with at least 2 years in a team management role.
• Experience in fintech, banking, payments, or SaaS; exposure to a regulated environment is strongly preferred.
• Hands-on proficiency 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 recommendations. SQL knowledge is a plus.
• Strong process-writing ability, including the creation of SOPs, escalation matrices, and policy documents.
• Fluent in both Arabic and English, written and spoken.
• Saudi nationality.

Desired Skills and Experience

• Familiarity with card issuing/processing concepts such as authorisations, declines, chargebacks, and 3DS.
• Experience with SAMA consumer-protection or complaint-handling requirements.
• Experience deploying AI or automation solutions within a support function.

Application Information

Candidates meeting the above criteria are encouraged to apply for this full-time, onsite position in Riyadh.