Customer Care Manager – Lead Operations

About the role

webook.com, Saudi Arabia’s leading event ticketing and experience booking platform, is seeking a Customer Care Manager to own and scale its customer care function. You will lead a high‑performing team, drive service quality, and ensure seamless support for millions of ticket buyers across multiple markets.

Key responsibilities

• Lead day‑to‑day customer care operations for webook.com and its client accounts.
• Manage, coach and develop an in‑house customer care team, defining structures, shifts, workflows and escalation paths.
• Design and oversee outsourcing and agency partnerships to provide coverage across languages, time zones and high‑demand events.
• Handle complex escalations, customer inquiries, refunds, booking issues, payments and ticket access problems.
• Establish and monitor KPIs such as response time, resolution time, satisfaction, backlog and productivity.
• Build quality‑assurance, training and knowledge‑management processes.
• Collaborate with Product, Technology, Operations, Finance, Marketing and Commercial teams to resolve recurring issues and improve the customer journey.
• Provide regular performance reports and actionable insights to senior leadership.

Required profile

• Bachelor’s degree in Business or a related field.
• Fluency in both Arabic and English.
• Proven experience managing customer care, contact‑centre or customer‑experience operations, including both in‑house and outsourced teams.
• Strong understanding of service‑level management, workforce planning, quality assurance and performance management.
• Ability to thrive in a fast‑paced, high‑volume environment.

Required skills

• Experience with customer care platforms.
• Familiarity with ticketing systems.
• Automation tools for workflow efficiency.
• Reporting and analytics tools.