Customer Experience Manager

We're looking for a Customer Experience Manager to take ownership of the end-to-end customer experience for a fast-growing B2B spend-management platform serving finance teams across Saudi Arabia.You'll be responsible for making sure every customer interaction, from support tickets and calls to escalations and self-serve resources, is smooth, efficient, and consistently high-quality. You'll own the key CX metrics, improve SLAs, and turn customer feedback and recurring issues into meaningful improvements.This is an operator role, not a pure people-management role. You'll be hands-on with dashboards, processes, reporting, and root-cause analysis, while working closely with Product and Engineering to improve the customer journey and build smarter, more scalable support operations.If you enjoy building processes, solving problems, using data to drive decisions, and making customer experience better at scale, this role is for you.ResponsibiltiesOwn day-to-day support operations across ticketing, phone, and in-app channels; manage queue health, routing, and coverageLead, coach, and schedule the support team; run QA on ticket and call quality with a documented scorecardOwn the Support SLA & Escalation Matrix: First response, resolution, and escalation paths across L1/L2/L3 and third-party processorsTrack and drive the core CX metrics: First-response and resolution SLA attainment, call abandonment, callback compliance, awaiting-customer rate, reopened-ticket rate, CSATBuild and maintain reporting in Zoho Desk/Zoho Analytics; publish a weekly operations review with findings and actions, not just numbersOwn the knowledge base, customer-facing and internal, including release-triggered updates and the content feeding the AI call agentIdentify recurring ticket drivers and convert them into product fixes, automations, or self-serve content; work with Engineering and Product to close themEnsure complaint handling meets SAMA requirements, including complaint logging, response timelines, and escalation/disclosure obligationsManage escalations end-to-end, including card, transaction, and processor-side issues requiring third-party coordinationDrive automation of manual support workflows (macros, auto-assignment, classification, n8n-style integrations)Requirements5+ years in customer support/experience, with at least 2 years managing a teamExperience in fintech, banking, payments, or SaaS; exposure to a regulated environment strongly preferredHands-on with a modern helpdesk platform (Zoho Desk, Zendesk, Freshdesk, Intercom) including SLA configuration, workflows, and reportingComfortable working with data, able to build dashboards, interrogate numbers, and defend a recommendation. SQL is a plusStrong process-writing ability: SOPs, escalation matrices, and policy documentsFluent Arabic and English, written and spokenSaudi nationalityOnsite positionNice to haveFamiliarity with card issuing/processing concepts (authorisations, declines, chargebacks, 3DS)Experience with SAMA consumer-protection or complaint-handling requirementsExperience deploying AI/automation in a support function