Customer Experience Manager

Customer Experience Manager - Founding Team

Join a fast-growing mobility and car-rental technology company as our founding Head of Customer Experience! We're seeking a visionary and driven leader to build our customer experience function from the ground up, serving two distinct customer segments: B2C and B2B.

This role is for a true builder - someone with proven expertise, instincts, and the drive to establish and scale operations, hire and train teams, and own the end-to-end customer experience. If you thrive on creating world-class experiences for diverse audiences, this is your chance to make a significant impact.

• What You'll Own:
• Developing and managing two distinct support operations: a high-volume B2C call center (voice and non-voice) and a dedicated technical B2B center.
• Establishing knowledge bases and self-service solutions to empower customers and agents.
• Overseeing recruitment, training, and quality assurance across both teams.
• Managing all customer interaction channels: phone, chat, email, and social media.
• Driving customer onboarding and ongoing account management, including key B2B and government clients.
• Collaborating with product teams to enhance the app experience and integrate customer insights.

• We're Looking For Someone Who Has:
• Demonstrated experience building and running a customer support/CX function from scratch - including call center setup, tooling, processes, SLAs, and QA.
• Omnichannel command, covering both voice and non-voice interactions.
• Experience across both consumer (high-volume, app-based) and business/technical (B2B) support, or a clear ability to architect both.
• Fluency in Arabic and English, with firsthand command of the Saudi market - staffing, customer expectations, and relationship norms.
• A proven track record of building, training, and leading high-performing support teams.
• A product-centric, data-driven mindset, using metrics like CSAT, NPS, and first-contact resolution.

If you're ready for this exciting challenge, send your CV to [email protected] along with one example of a customer experience result you're particularly proud of - a function you built, a metric you moved, or a team you scaled. We look forward to hearing from you!