Customer Experience and Service Manager

Role Overview

We are seeking a progressive Customer Experience (CX) Manager to oversee comprehensive engagement for both learners and educators on our platform. This position involves harnessing artificial intelligence (AI) to automate, customize, and continuously enhance all customer interactions.

Key Responsibilities

• Implement and supervise AI-driven chatbots and virtual assistants to efficiently manage Tier-1 customer support.
• Utilize AI-based platforms such as Intercom, Zendesk AI, or Freshdesk AI for automating ticket distribution, issue resolution, and follow-up processes.
• Create intelligent escalation paths combining automated solutions with human assistance.
• Track customer experience indicators including CSAT, NPS, First Response Time (FRT), Average Handling Time (AHT), and resolution rates via live dashboards.
• Apply AI analytics to uncover pain points in the user journey, detect signals of customer churn, and monitor satisfaction trends.
• Convert data insights into practical improvements throughout the user lifecycle.
• Lead and mentor a CX team by establishing measurable KPIs and maintaining quality controls.
• Develop AI-supported quality assurance systems to assess agent performance efficiently.
• Foster a data-driven culture focused on relentless enhancement.
• Collaborate cross-functionally with Product teams to input customer feedback into future features and development.
• Coordinate with Supply and Operations to address educator-related challenges affecting learners.
• Partner with Marketing to design retention strategies and re-engagement initiatives.

Candidate Profile and Requirements

• Between 4 to 6 years' experience in customer experience roles, including a minimum of 2 years in a leadership capacity.
• Proficient in managing AI-powered customer support tools like Intercom, Zendesk, Freshdesk, or equivalent.
• Strong analytical capabilities, comfortable analyzing dashboards, conversion funnels, and cohort data.
• Experience within marketplaces, educational technology, or digital platforms is advantageous.
• Knowledge of prompt engineering or AI-driven workflow automation is beneficial.
• Fluent in both Arabic and English languages.