Customer Care Manager

Role Overview

Do you want to love what you do at work Do you want to make a difference an impact transform peoples 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 webook com is Saudi s 1 event ticketing and experience booking platforms in terms of technology features agility revenue serving some of the largest mega events in the Kingdom surpassing over 2 billion sales

webook com is looking for a Customer Care Manager to lead customer care operations across webook com 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

• Lead the day-to-day customer care operation across webook com 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

• 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