Customer Care Manager

Role Overview :

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.