Customer Care Manager

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. Role Overview : 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. Key Responsibilities: - 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. Requirements - 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.