Customer Care Manager

Position Overview

Are you passionate about delivering exceptional customer experiences and driving operational excellence? Do you thrive in dynamic environments where innovation and impact are at the forefront? If so, webook.com, Saudi Arabia’s premier event ticketing and experience booking platform, invites you to join our team as a Customer Care Manager.

As the leader of customer care operations, you will oversee a high-performance team responsible for delivering outstanding service across webook.com, its client accounts, and global markets. This role is pivotal in shaping the customer journey, ensuring seamless interactions, and maintaining the highest standards of service excellence. You will play a key role in transforming customer care into a strategic advantage, driving satisfaction, loyalty, and operational efficiency.

Key Responsibilities

The Customer Care Manager will be responsible for the end-to-end management of customer care operations, including:

• Team Leadership and Development: Lead, coach, and develop the in-house customer care team to ensure peak performance and scalability. Define team structures, workflows, and service standards to align with business objectives.
• Operational Excellence: Manage day-to-day customer care operations, including inquiries, complaints, refunds, booking issues, payments, ticket access, and event-related concerns. Ensure timely and effective resolution of complex and sensitive escalations.
• Outsourcing and Global Coverage: Develop and manage outsourcing strategies and agency partnerships to extend coverage across global markets, languages, and time zones. Ensure seamless service delivery during major events and high-demand periods.
• Performance and Quality Management: Establish and monitor key performance indicators (KPIs) such as response time, resolution time, customer satisfaction, backlog, quality, and productivity. Implement quality assurance, training, and knowledge management processes to drive continuous improvement.
• Cross-Functional Collaboration: Partner with Product, Technology, Operations, Finance, Marketing, and Commercial teams to identify root causes of recurring customer issues and implement sustainable solutions. Work collaboratively to enhance the overall customer journey and operational efficiency.
• Strategic Initiatives: Drive process improvements, automation, and system enhancements to elevate customer experience. Provide regular performance reports and customer insights to leadership to inform data-driven decision-making.

Qualifications and Requirements

To excel in this role, the ideal candidate will possess the following qualifications and experience:

• Bachelor’s degree in Business, Management, or a related field.
• Fluency in both Arabic and English is required to effectively manage diverse customer interactions and teams.
• Proven track record in managing customer care, customer service, contact center, or customer experience operations, with a minimum of 5 years of relevant experience.
• Experience in leading both in-house teams and outsourced service providers, with a strong understanding of workforce planning and performance management.
• Deep knowledge of service level agreements (SLAs), quality assurance frameworks, and performance metrics.
• Ability to thrive in fast-paced, high-volume environments with a focus on delivering exceptional results.
• Strong analytical, communication, and problem-solving skills, with a keen attention to detail.
• Proficiency in customer care platforms, ticketing systems, automation tools, and reporting software.
• Prior experience in ticketing, entertainment, sports, events, e-commerce, travel, or technology industries is a valuable asset.

If you are a results-driven leader with a passion for customer experience and operational excellence, webook.com offers an exciting opportunity to make a meaningful impact in a rapidly growing industry. Join us and be part of a team that is redefining the future of event ticketing and customer care.