Customer Care Manager

Do you want to love what you do at work? Do you want to make a difference, an impact, transform peoples lives? Do you want to work with a team that believes in disrupting the normal, boring, and average?If yes, then this is the job you're looking for ,webook.com is Saudi's #1 event ticketing and experience booking platforms in terms of technology, features, agility, revenue serving some of the largest mega events in the Kingdom surpassing over 2 billion sales.Role Overview : webook.com is looking for a Customer Care Manager to lead customer care operations across webook.com, its clients, and global markets.This role will own the function end to end, including in-house team management, service quality, escalations, processes, reporting, systems, and outsourcing strategy. The ideal candidate is a hands-on leader who can build a scalable operation while maintaining a consistently high customer experience.Key Responsibilities:Lead the day-to-day customer care operation across webook.com and client accountsManage, coach, and develop the in-house customer care teamDefine team structures, shifts, workflows, escalation paths, and service standardsDevelop and manage outsourcing and agency partnerships for global marketsEnsure coverage across different markets, languages, time zones, major events, and high-demand periodsOversee customer inquiries, complaints, refunds, booking issues, payments, ticket access, and event-related concernsManage complex and sensitive escalationsEstablish and monitor KPIs including response time, resolution time, customer satisfaction, backlog, quality, and productivityBuild quality assurance, training, and knowledge management processesWork closely with Product, Technology, Operations, Finance, Marketing, and Commercial teams to resolve recurring customer issuesIdentify opportunities to improve processes, systems, automation, and the overall customer journeyProvide regular performance reports and customer insights to leadershipRequirementsBachelor Degree in Business or similar Fluency in both Arabic and English is requiredProven experience managing customer care, customer service, contact centre, or customer experience operationsExperience managing both in-house teams and outsourced service providersStrong understanding of service levels, workforce planning, quality assurance, and performance managementComfortable operating in a fast-paced, high-volume environmentStrong analytical, communication, and problem-solving skillsExperience with customer care platforms, ticketing systems, automation, and reporting toolsExperience in ticketing, entertainment, sports, events, e-commerce, travel, or technology is an advantage