Executive Customer Relations, Customer Service

About the Role

Executive and Government Escalation Management

• Serve as the primary customer service contact for escalations from senior leaders, government bodies, and regulators.
• Handle severe escalations and make decisions where troubleshooting paths are undefined.
• Investigate cases to deliver immediate solutions and identify business improvements.
• Represent customer service in external meetings with government and regulatory stakeholders.
• Identify emerging escalations and coordinate responses with partner teams.
• Manage escalation workflows, identify process gaps, and deliver new mechanisms.
• Liaise with Legal on court-related cases, legal notices, and regulatory matters.

Process Improvement and Operational Excellence

• Identify systemic issues driving escalations and implement preventive solutions.
• Drive Kaizen initiatives to improve accuracy, quality, and resolution speed.
• Create and update standard operating procedures for escalation workflows.
• Use customer data to guide projects and improve partner-team efficiencies.
• Develop and track KPIs for escalation resolution effectiveness.
• Educate partner teams on process gaps and collaborate on corrective processes.

Stakeholder Management and Communication

• Maintain executive presence in internal and external interactions.
• Communicate clearly with legal, regulatory, operational, and customer audiences.
• Create narratives for customers and stakeholders and adapt communication style.
• Influence stakeholders and coordinate cross-functional escalation responses.

Basic Qualifications

• At least two years of customer support experience or experience resolving escalated customer issues.
• Strong written and verbal English communication skills.
• Fluent spoken, written, and read Arabic.
• Experience identifying and resolving complex issues.
• Ability to handle sensitive escalations with executive presence and sound judgment.

Preferred Qualifications

• Experience working directly with government officials and regulatory bodies.
• Leadership and people management experience in customer service or customer-facing roles.
• Regulatory compliance management experience with government agencies.
• Problem-solving and root cause analysis experience.
• Experience with Kaizen, Lean Manufacturing, or Six Sigma techniques.