linkedin
Head of Customer Experience
eazli.life
Jeddah, KSA
Full Time
Director
1 months ago
Customer Experience StrategyTeam LeadershipCustomer Journey MappingHelpdesk Platforms (Zendesk, Freshdesk, HubSpot)Data AnalysisStakeholder Management
Free
Job Fit Check
Base Career helps you apply smarter for this job.
?%
Ready to ScanKey skills for this role
Customer Experience StrategyTeam LeadershipCustomer Journey Mapping
About the Role
Eazli is seeking a Head of Customer Experience to build and lead the CX function from scratch. This leadership role involves defining standards, building the team, setting up tools and workflows, and ensuring high-quality service for buyers and vendors.
Key Skills for This Role
Customer Experience StrategyTeam LeadershipCustomer Journey MappingHelpdesk Platforms (Zendesk, Freshdesk, HubSpot)Data AnalysisStakeholder Management
Responsibilities
- Build and lead Eazli’s Customer Experience function end to end, including processes, policies, workflows, tools, and team structure.
- Define and enforce CX vision, standards, tone, and service playbooks.
- Design and continuously improve customer journey maps for both buyers and vendors across all touchpoints.
- Set up and manage helpdesk, ticketing, and multichannel support tools.
- Establish and manage CX operations framework, including SLAs, escalation matrices, quality assurance, knowledge base, and reporting.
- Lead, coach, and scale the CX team while fostering a strong customer first culture.
- Implement and optimize CX systems and platforms (Zendesk, Freshdesk, HubSpot Service Hub, or equivalent).
- Own CX performance metrics and insights including CSAT, NPS, VSAT, response/resolution times, ticket quality, and root cause analysis.
- Drive continuous improvement initiatives to reduce friction, improve efficiency, and enhance customer satisfaction.
- Work cross functionally with Product, Tech, Vendor Management and Marketing to resolve issues and improve customer outcomes.
- Build a self service FAQ and knowledge base to reduce repetitive queries.
- Support the development of AI enabled / agentic CX experiences aligned with Eazli’s marketplace vision.
Requirements
- 7–10 years in customer support operations, customer experience, CX transformation, or service excellence roles
- Proven experience building or scaling CX functions, ideally in startups, e commerce, marketplaces, or fast growing environments
- Strong experience designing customer journeys, SLAs, escalation frameworks, QA programs, and operational processes
- Hands on experience with CX/helpdesk platforms such as Zendesk, Freshdesk, or HubSpot Service Hub
- Strong analytical mindset with experience using CSAT, NPS, ticket analytics, and operational KPIs
- Demonstrated leadership experience managing teams, developing talent, and driving accountability
- Excellent communication and stakeholder management skills in Arabic and English (spoken and written)
Full Job Posting
Role Overview
- We are seeking an experienced and driven Head of Customer Experience to build and lead the CX function at Eazli from the ground up.
- This is a foundational leadership role owning the full customer experience operation.
Key Responsibilities
- Build and lead Eazli’s Customer Experience function end to end, including processes, policies, workflows, tools, and team structure.
- Define and enforce CX vision, standards, tone, and service playbooks.
- Design and continuously improve the customer journey maps for both buyers and vendors across all touchpoints.
- Set up and manage helpdesk, ticketing, and multichannel support tools.
- Establish and manage CX operations framework, including SLAs, escalation matrices, quality assurance, knowledge base, and reporting.
- Lead, coach, and scale the CX team while fostering a strong customer first culture.
- Implement and optimize CX systems and platforms (Zendesk, Freshdesk, HubSpot Service Hub, or equivalent).
- Own CX performance metrics and insights including CSAT, NPS, VSAT, response/resolution times, ticket quality, and root cause analysis and weekly performance reporting.
- Drive continuous improvement initiatives to reduce friction, improve efficiency, and enhance customer satisfaction.
- Work cross functionally with and lead resolution in collaboration with Product, Tech, Vendor Management and Marketing.
- Build a self service FAQ and knowledge base to reduce repetitive queries.
- Support the development of AI enabled / agentic CX experiences aligned with Eazli’s marketplace vision.
Required Experience & Qualifications
- 7–10 years in customer support operations, customer experience, CX transformation, or service excellence roles.
- Proven experience building or scaling CX functions, ideally in startups, e commerce, marketplaces, or fast growing environments.
- Strong experience designing customer journeys, SLAs, escalation frameworks, QA programs, and operational processes.
- Hands on experience with CX/helpdesk platforms such as Zendesk, Freshdesk, or HubSpot Service Hub or similar.
- Strong analytical mindset with experience using CSAT, NPS, ticket analytics, and operational KPIs to drive decisions.
- Demonstrated leadership experience managing teams, developing talent, and driving accountability.
- Excellent communication and stakeholder management skills in Arabic and English (spoken and written).
- Experience in startups, e commerce, marketplaces, or digital consumer businesses strongly preferred.
- Experience working with AI assisted customer operations, automation, or omnichannel CX environments is a plus.
Apply for this job in 1 click
Skip the repetitive application forms
Install the Base Career Chrome Extension and autofill job applications across major job boards with your profile.
Trusted by over 500,000 job seekers on Base Career
More from this employer
More jobs at eazli.life
Vendor Acquisition Manager – Riyadh
Riyadh, KSA
ManagerFull Time
We are seeking a commercially driven Vendor Acquisition Manager to lead vendor sourcing, onboarding, and partnership development across home product and home service categories. The role is primarily office-based in Jedd
1 months agoView →
Vendor Acquisition Manager — Jeddah
Jeddah, KSA
SeniorFull Time
eazli.life seeks a commercially driven Vendor Acquisition Manager to lead vendor sourcing, onboarding, and partnership development for home products and services. Requires 5-7 years experience, marketplace relationships,
1 months agoView →
Vendor Acquisition Manager — Jeddah
Jeddah, KSA
ManagerFull Time
eazli.life is seeking a commercially driven Vendor Acquisition Manager to lead vendor sourcing, onboarding, and partnership development for home products and services. The role is office-based in Jeddah with regular fiel
1 months agoView →