Customer Care Manager

Role Overview

webook.com, Saudi Arabia's #1 event ticketing and experience booking platform, is hiring a Customer Care Manager based in Saudi Arabia. This role leads customer care operations across webook.com, its clients, and global markets.

Role Purpose

Own the customer care function end to end, including in-house team management, service quality, escalations, processes, reporting, systems, and outsourcing strategy. Build a scalable operation while maintaining consistently high customer experience.

Key Responsibilities

Operations & Service Delivery

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

Team Management

• Manage, coach, and develop the in-house customer care team.
• Define team structures, shifts, workflows, escalation paths, and service standards.

Outsourcing & Partnerships

• Develop and manage outsourcing and agency partnerships for global markets.

Quality & Performance

• Establish and monitor KPIs including response time, resolution time, customer satisfaction, backlog, quality, and productivity.
• Build quality assurance, training, and knowledge management processes.

Process Improvement & Strategy

• Identify opportunities to improve processes, systems, automation, and the overall customer journey.
• Work closely with Product, Technology, Operations, Finance, Marketing, and Commercial teams to resolve recurring customer issues.

Reporting & Insights

• Provide regular performance reports and customer insights to leadership.

Qualifications & Experience

• Bachelor degree in Business or similar field.
• Proven experience managing customer care, customer service, contact centre, or customer experience operations.
• Experience managing both in-house teams and outsourced service providers.
• Strong understanding of service levels, workforce planning, quality assurance, and performance management.
• Experience in ticketing, entertainment, sports, events, e-commerce, travel, or technology is an advantage.

Skills & Competencies

• Fluency in both Arabic and English (required).
• Strong analytical, communication, and problem-solving skills.
• Experience with customer care platforms, ticketing systems, automation, and reporting tools.
• Comfortable operating in a fast-paced, high-volume environment.