Job summary
Customer Experience Manager - Strategy & Operations at Hire Fellows in Riyadh. You will own the end-to-end CX for a B2B spend-management platform, run support operations, track CX metrics, improve SLAs and convert recurring issues into product or process improvements.
Key responsibilities
- Manage day-to-day support across ticketing, phone and in-app channels and maintain queue health.
- Lead, coach and schedule the support team; run QA on tickets and calls with a scorecard.
- Own Support SLAs and escalation matrix across L1/L2/L3 and third-party processors.
- Track and drive CX metrics such as first-response, resolution SLA, CSAT and reopened-ticket rate.
- Build and maintain reporting in Zoho Desk/Zoho Analytics and publish weekly operations reviews.
- Maintain customer-facing and internal knowledge base and update for releases and AI agent content.
- Convert recurring ticket drivers into product fixes, automations or self-serve content with Product/Engineering.
- Manage escalations end-to-end, including card, transaction and processor-side coordination.
Requirements
- Strong problem-solving with root-cause diagnosis and implementation of fixes.
- Data-driven; comfortable building dashboards. SQL or Power BI is a plus.
- High ownership, moves fast and prioritises proactively.
- Experience automating and standardising operational processes.
- Experience in consulting, fintech, SaaS or fast-paced operations.
- Skilled in writing SOPs, escalation matrices and policy documents.
- Hands-on with modern helpdesk platforms or ability to learn quickly.
- Fluent in Arabic and English, written and spoken.
Skills
Customer ExperienceZoho DeskZendeskFreshdeskIntercomReportingSQLPower BIProcess AutomationSLA Management
Source: Workable. Last checked as open: 13 Nov 2026. You apply directly with the employer.
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