Director of End-User Experience & Care

Do you want to love what you do at work? Do you want to make a difference, an impact, and transform peoples lives? Do you want to work with a team that believes in disrupting the normal, boring, and average?

is Saudi's #1 event ticketing and experience booking platform in terms of technology, features, agility, and revenue, serving some of the largest mega events in the Kingdom and surpassing over 2 billion in sales.

The Director of End-User Experience & Care is responsible for designing and executing a comprehensive customer care strategy that drives satisfaction, loyalty, and advocacy across all user touchpoints. This leader will oversee the customer service function globally, build and manage a high-performing multi-market care team, and implement scalable systems that ensure seamless end-to-end experiences for every user interacting with  — from booking to event day and beyond.

• Develop and execute a global end-user care strategy that aligns with ’s vision and customer promise
• Establish measurable care KPIs including CSAT, NPS, first-contact resolution, and response time
• Build a multi-market care framework that accounts for regional differences (language, culture, event type, payment behavior)
• Collaborate with marketing, operations, and tech to design consistent customer journeys across web, app, and offline experiences
• Oversee daily operations of customer care teams (in-house and outsourced), ensuring 24/7 coverage where needed
• Lead the implementation of CRM and CX management platforms (e.g., Zendesk, Freshdesk, or Salesforce Service Cloud)
• Define and document SOPs, SLAs, and escalation flows across all care channels (chat, email, social, call center, and on-ground event support)
• Ensure all communication — automated or human — reflects ’s tone of voice and values
• Partner with Product, Design, and Marketing to analyze friction points across the user journey and implement improvements
• Use data analytics and customer feedback loops to influence product and policy decisions
• Design and oversee proactive support systems (FAQs, help centers, chatbots, AI assistants) that empower users to self-serve effectively
• Introduce VOC (Voice of Customer) programs to continuously gather and act on insights
• Recruit, train, and mentor a global customer care leadership team
• Build a service culture that celebrates empathy, problem-solving, and accountability
• Design quarterly CX training programs for all front-facing departments
• Promote a "care is marketing" philosophy — transforming every service interaction into a retention and upselling opportunity
• Establish dashboards to track CX metrics and trends across markets
• Report regularly to the COO and C‑suite on insights, patterns, and actionable improvements
• Own the customer care budget and resource allocation strategy
• Collaborate with finance and product teams to quantify the ROI of customer satisfaction and retention initiatives
• Own the restructuring and modernization of the customer care infrastructure to transform customer interactions into a reliable, decision‑grade intelligence engine for leadership
• Establish a robust CX data architecture across all care tools including Zendesk, Exacall, CRM, and any telephony or chat systems, ensuring accurate, consistent, and automated data capture
• Design and enforce standardized reporting frameworks covering case volumes, resolution drivers, escalation patterns, agent productivity, backlog health, and recurring customer pain points across markets
• Build executive‑level dashboards that translate raw care data into clear insights for leadership, highlighting systemic issues, product gaps, operational bottlenecks, fraud patterns, and experience risks
• Ensure leadership has real‑time and periodic visibility into customer sentiment trends, incident root causes, and operational performance without dependency on manual reporting
• Partner with Product, Tech, Marketing, and Operations to ensure customer care data directly informs roadmap prioritization, policy changes, and experience improvements
• Introduce advanced analytics and tagging methodologies to classify cases by intent,…