Do you want to love what you do at work Do you want to make a difference, an impact, transform peoples lives Do you want to work with a team that believes in disrupting the normal, boring, and average
If yes, then this is the job you're looking for ,webook.com is Saudi's #1 event ticketing and experience booking platforms in terms of technology, features, agility, revenue serving some of the largest mega events in the Kingdom surpassing over 2 billion sales.
Role Overview :
webook.com is looking for a Customer Care Manager to lead customer care operations across webook.com, its clients, and global markets.
This role will own the function end to end, including in-house team management, service quality, escalations, processes, reporting, systems, and outsourcing strategy. The ideal candidate is a hands-on leader who can build a scalable operation while maintaining a consistently high customer experience.
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
