Customer Care Manager

About the Role
Do you want to love what you do at work? Do you want to make a difference, an impact, and transform people's 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. We are seeking a Customer Care Manager to lead customer care operations across the company, 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 the company and client accounts.
• Manage, coach, and develop the in-house customer care team.
• Define team structures, shifts, workflows, escalation paths, and service standards.
• Develop and manage outsourcing and agency partnerships for global markets.
• Ensure coverage across different markets, languages, time zones, major events, and high-demand periods.
• Oversee customer inquiries, complaints, refunds, booking issues, payments, ticket access, and event-related concerns.
• Manage complex and sensitive escalations.
• Establish and monitor KPIs including response time, resolution time, customer satisfaction, backlog, quality, and productivity.
• Build quality assurance, training, and knowledge management processes.
• Work closely with Product, Technology, Operations, Finance, Marketing, and Commercial teams to resolve recurring customer issues.
• Identify opportunities to improve processes, systems, automation, and the overall customer journey.
• Provide regular performance reports and customer insights to leadership.

Requirements

• Bachelor Degree in Business or similar.
• Fluency in both Arabic and English is required.
• Proven experience managing customer care, customer service, contact centre, or customer experience operations.
• Experience managing both in-house teams and outsourced service providers.
• Strong understanding of service levels, workforce planning, quality assurance, and performance management.
• Comfortable operating in a fast-paced, high-volume environment.
• Strong analytical, communication, and problem-solving skills.
• Experience with customer care platforms, ticketing systems, automation, and reporting tools.
• Experience in ticketing, entertainment, sports, events, e-commerce, travel, or technology is an advantage.