Overview
Head of Customer Experience Jobs in Jeddah, Makkah, Saudi Arabia at eazli.life
Title: Head of Customer Experience
Company: eazli.life
Location: Jeddah, Makkah, Saudi Arabia
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, HubSpot 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 HubSpot 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