# Customer Care Manager

> webook.com · Riyadh, Saudi Arabia · Full-time · Posted 2026-07-27

**Workplace:** on_site

**Department:** Customer Care

## Description

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](http://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.

## Apply

[Apply at webook.com](https://apply.workable.com/webook/j/BD53DDEFF8/apply)

---
Powered by [Workable](https://www.workable.com)