Overview
Customer Care Manager Jobs in Riyadh, Saudi Arabia at The Chefz
Title: Customer Care Manager
Company: The Chefz
Location: Riyadh, Saudi Arabia
Job Purpose:
The Customer Care Manager is responsible for leading the Customer Care team to deliver exceptional customer support. This role ensures operational excellence, service quality, and efficient ticket resolution, while aligning all activities with the company’s service standards and strategic goals.
Key Responsibilities:
Team Leadership & Daily Operations
Lead and manage supervisors, senior specialists, and customer care specialists.
Oversee inbound and outbound communications, including calls, chats, and in-app tickets.
Ensure adequate staffing and scheduling to meet 24/7 operations and service level agreements (SLAs).
Set clear performance expectations and implement coaching plans for continuous improvement.
Customer Experience & Quality Control
Enforce quality assurance standards and regularly review interactions.
Handle escalations and sensitive cases to ensure timely and satisfactory resolutions.
Analyze customer feedback and performance data to enhance service delivery.
Operational Strategy & Planning
Define and monitor KPIs such as ticket handling time, first-call resolution, customer satisfaction, and agent productivity.
Lead strategic initiatives for automation, self-service tools, and AI-driven support.
Support digital transformation efforts including chatbot deployment and system enhancements.
Workforce & Resource Management
Collaborate with the WFM team on forecasting, scheduling, and adherence.
Manage headcount and ensure optimal resource distribution.
Oversee training and onboarding for new hires.
Stakeholder Collaboration
Work closely with Sales, Marketing, Tech, and Operations to address cross-functional issues.
Represent the contact center in strategic meetings and initiatives.
Maintain effective relationships with vendors and service platform providers.
Systems & Tools
Admin Panel and CRM platforms
Metabase (reporting and analytics)
Microsoft Office Suite
Google Workspace
Zoom and other communication tools
Job Requirements:
Bachelor’s degree in a relevant field
5+ years of contact center experience, including 3+ years in a leadership role
Background in food delivery, e-commerce, or similar fast-paced industries is a plus
Strong team management and KPI tracking skills
Proficient with CRM and support systems
Fluent in English
Skills and Personal Traits:
Strong leadership and team management abilities
Proven track record of leading large teams in dynamic environments
Excellent communication and conflict-resolution skills
Analytical mindset with experience in using performance dashboards and quality metrics