Customer Care Manager

About the Role

This position seeks a visionary Customer Experience (CX) Manager responsible for the comprehensive user experience of learners and teachers on our platform. The role emphasizes leveraging artificial intelligence technologies to automate processes, personalize interactions, and perpetually enhance each user interaction.

Key Responsibilities

• Implement and oversee AI-driven chatbots and virtual assistants to manage Tier-1 support tasks on a large scale.
• Utilize AI solutions such as Intercom, Zendesk AI, and Freshdesk AI to streamline ticket routing, resolution, and follow-up processes.
• Develop intelligent escalation protocols that combine automated systems with human intervention for complex issues.
• Track and analyze critical customer experience metrics including CSAT, NPS, FRT, AHT, and resolution rates through live dashboards.
• Employ AI analytics to detect user pain points, signals indicating potential churn, and patterns in customer satisfaction.
• Convert data insights into practical enhancements throughout the user journey.
• Lead and mentor Customer Experience agents by establishing clear performance indicators and quality benchmarks.
• Design and implement AI-assisted quality assurance frameworks to assess agent effectiveness at scale.
• Foster a culture centered on continuous data-driven improvement.
• Collaborate closely with Product teams to incorporate user feedback into product development plans.
• Coordinate with Supply and Operations teams to address teacher-related issues affecting learners' experiences.
• Partner with Marketing to promote user retention and re-engagement initiatives.

Qualifications and Requirements

• Possesses 4 to 6 years of experience in customer experience roles, including a minimum of 2 years in a leadership capacity.
• Proficient in using AI-powered customer experience platforms such as Intercom, Zendesk, Freshdesk, or equivalent.
• Demonstrates a strong analytical ability comfortable with dashboards, funnel metrics, and cohort-based analyses.
• Experience in marketplace, EdTech, or tech platform environments is highly advantageous.
• Knowledge or practical experience in prompt engineering or automation of AI workflows is considered a plus.
• Bilingual proficiency in Arabic and English is required.