Overview

Head of Customer Experience Jobs in Jeddah, Saudi Arabia at eazli.life

We are seeking an experienced and driven Head of Customer Experience to build and lead the CX function at Eazli from the ground up.

This is a foundational leadership role. The Head of CX will own the full customer experience operation — defining standards, building the team, setting up tools and workflows, and ensuring both buyers and vendors receive consistent, high-quality service experience from day one.

The ideal candidate has a proven track record of establishing CX functions, designing service frameworks, and leading teams in fast-paced, platform-driven environments.

KEY RESPONSIBILITIES

  • Build and lead Eazli’s Customer Experience function end-to-end, including processes, policies, workflows, tools, and team structure
  • Define and enforce CX vision, standards, tone, and service playbooks
  • Design and continuously improve the customer journey maps for both buyers and vendors across all touchpoints (pre-purchase, purchase, delivery, post-purchase, returns, complaints, etc.)
  • Set up and manage helpdesk, ticketing, and multichannel support tools
  • Establish and manage CX operations framework, including SLAs, escalation matrices, quality assurance, knowledge base, and reporting
  • Lead, coach, and scale the CX team while fostering a strong customer-first culture
  • Implement and optimize CX systems and platforms (Zendesk, Freshdesk, Hub Spot Service Hub, or equivalent)
  • Own CX performance metrics and insights including CSAT, NPS, VSAT, response/resolution times, ticket quality, and root cause analysis and weekly performance reporting
  • Drive continuous improvement initiatives to reduce friction, improve efficiency, and enhance customer satisfaction
  • Work cross-functionally with and lead resolution in collaboration with Product, Tech, Vendor Management and Marketing to resolve issues and improve customer outcomes
  • Build a self-service FAQ and knowledge base to reduce repetitive queries
  • Support the development of AI-enabled / agentic CX experiences aligned with Eazli’s marketplace vision

REQUIRED EXPERIENCE & QUALIFICATIONS

  • 7–10 years in customer support operations, customer experience, CX transformation, or service excellence roles
  • Proven experience building or scaling CX functions, ideally in startups, e-commerce, marketplaces, or fast-growing environments
  • Strong experience designing customer journeys, SLAs, escalation frameworks, QA programs, and operational processes
  • Hands‑on experience with CX/helpdesk platforms such as Zendesk, Freshdesk, or Hub Spot Service Hub or similar
  • Strong analytical mindset with experience using CSAT, NPS,
    ticket analytics, and operational KPIs to drive decisions and resolution data
  • Demonstrated leadership experience managing teams, developing talent, and driving accountability
  • Excellent communication and stakeholder management skills in Arabic and English (spoken and written)
  • Experience in startups, e-commerce, marketplaces, or digital consumer businesses strongly preferred
  • Experience working with AI‑assisted customer operations, automation, or omnichannel CX environments is a plus

#J-18808-Ljbffr

Title: Head of Customer Experience

Company: eazli.life

Location: Jeddah, Saudi Arabia

Category:

Apply

Upload your CV/resume or any other relevant file. Max. file size: 800 MB.