Customer Care Manager

Job Description

We are seeking a highly motivated Customer Care & Complaints Manager to lead our support operations and ensure exceptional customer experience. The ideal candidate will manage a team handling customer inquiries and complaints, with a focus on quality, responsiveness, and compliance with SAMA regulations. This role requires prior experience in fintech or banking, strong communication skills, and hands-on familiarity with CRM tools like Zendesk or ZohoDesk. The candidate will be responsible for setting service standards, improving internal processes, and reporting key KPIs.

Responsibilities :

• Build and optimize customer service policies and procedures
• Handle escalated complaints and ensure timely resolutions
• Ensure compliance with SAMA complaint handling regulations
• Track KPIs like CSAT, resolution time, and SLA compliance
• Collaborate with technical, product, and legal teams on service improvement
• Maintain customer feedback loops and suggest enhancements
• Prepare regular reports and present findings to senior management

Requirements