Customer Care Manager

About the Role

Are you passionate about making a meaningful impact through your work and transforming customer experiences? Join webook.com, Saudi Arabia's leading event ticketing and experience booking platform, renowned for its advanced technology, feature-rich services, and impressive revenue exceeding 2 billion SAR by supporting some of the Kingdom’s largest mega events.

As a Customer Care Manager, you will take full ownership of the customer care division covering webook.com operations, its clientele, and international markets. This role entails managing all aspects including team leadership, quality assurance, escalation handling, process optimization, reporting, system management, and outsourcing strategies. We seek a proactive, hands-on leader capable of scaling operations while sustaining superior customer satisfaction.

Primary Responsibilities

• Oversee day-to-day customer care operations for webook.com and its client portfolios.
• Lead, mentor, and develop the internal customer care team effectively.
• Design team frameworks including shift scheduling, workflows, escalation protocols, and service standards.
• Manage global outsourcing and agency partnerships to ensure widespread market coverage.
• Guarantee customer care availability across diverse languages, time zones, and peak event periods.
• Handle customer inquiries related to complaints, refunds, bookings, payments, ticket access, and other event concerns.
• Resolve complex and sensitive customer escalation issues.
• Establish and track key performance indicators such as response and resolution times, customer satisfaction, backlog management, quality control, and productivity metrics.
• Implement quality assurance, continuous training, and knowledge management systems.
• Collaborate closely with Product, Technology, Operations, Finance, Marketing, and Commercial teams to address recurring customer challenges.
• Identify and drive improvements in processes, automation, systems, and overall customer journey enhancement.
• Deliver routine performance analyses and customer insight reports to senior leadership.

Requirements

• Bachelor’s degree in Business or a related field.
• Fluent proficiency in Arabic and English.
• Demonstrable experience in managing customer care, contact centers, or customer service operations.
• Proven ability to lead both internal teams and outsourced vendors.
• Strong knowledge of service level agreements, workforce management, quality assurance, and performance metrics.
• Ability to thrive in a dynamic, fast-paced, high-volume environment.
• Excellent analytical, communication, and problem-solving abilities.
• Familiarity with customer care software, ticketing systems, automation solutions, and reporting platforms.
• Experience within industries such as ticketing, entertainment, sports, events, e-commerce, travel, or technology is advantageous.