Customer Care Manager
NewBe an early applicantWe 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:
- Build and optimize customer service policies and procedures
- Handle escalated complaints and ensure timely resolutions
- Ensure compliance with SAMA complaint handling regulations
- Track KPIs like CSAT, resolution time, and SLA compliance
- Collaborate with technical, product, and legal teams on service improvement
- Maintain customer feedback loops and suggest enhancements
- Prepare regular reports and present findings to senior management
Requirements
- Experience: 3–5 years in customer service management
- Preferred Industry: Fintech / Banking / Lending / Regulated Services
- Language: Arabic (Fluent), English (Good)
- Tools: CRM, Helpdesk Platforms (Zendesk, ZohoDesk, etc.)
- Education: Bachelor's Degree (Business, IT, or related field)