Head of Customer Experience

About Bamboo Card

Bamboo Card is the Middle East's leading digital prepaid products distributor and rewards fulfilment agency. Since 2018 we have supported global loyalty programs and enterprise rewards systems with a robust catalogue of e‑gift cards, prepaid cards and mobile top‑ups. With industry‑leading digital delivery infrastructure via API and client portal we ensure seamless, secure and real‑time reward distribution across the region.

The Head of Customer Experience owns the full customer conversation, issue classification, service quality and complaint governance across B2B and B2C at Bamboo Card. This pillar protects the customer relationship. The Head of CX sets the standard for how Bamboo Card interacts with customers and ensures that CX performance is measured, managed and continuously improved. Crucially, support agents escalates internally – they do not manage supplier relationships directly.

• Own service standards, SLAs and tone of voice across all customer touchpoints.
• Own complaint governance and escalations.
• Lead QA, training, reporting and customer insights.
• Drive cross‑functional issue resolution with Operations, Sales and Finance.

• Lead the B2B Support Lead and B2C Support Lead and their agent teams.
• Own daily queue oversight ensuring both B2B and B2C backlogs are managed within SLA.
• Coach leads on ticket quality, SOP compliance, escalation accuracy and agent development.
• Reporting & Continuous Improvement.

• Own weekly QA review and recurring issue review.
• Lead monthly customer insights and SLA review.
• Drive recurring issue fixes, SOP updates and training completion.
• Report CX performance weekly to VP Operations.

• Ensure CX owns customer updates, complaint intake, ticket classification, CSAT and SLA communication.
• Ensure agents escalates internally – supplier escalation is owned by Purchasing, not CX.
• Coordinate with Fulfilment on failed or delayed customer‑impacting orders.
• Coordinate with Purchasing on supplier‑related customer complaints.

• 6–8 years experience in customer support or customer experience management, with at least 3 years in a senior leadership role (Mandatory).
• Prior experience in the gift card, digital gifting, e‑commerce or prepaid voucher industry (Mandatory).
• Proven experience managing both B2B and B2C support functions simultaneously (Mandatory).
• Advanced Zendesk proficiency, including reporting, workflows and SLA configuration (Mandatory).
• Experience building complaint governance frameworks and escalation workflows.
• Strong analytical skills, able to use ticket data to identify root causes and drive improvements.
• Experience with AI‑powered customer support tools or automation platforms (Desired).
• Excellent written communication and coaching skills (Desired).