Customer Care Manager

Job Description

Job Description

Job Title: Customer Care Manager

Job Description: Lead the customer care function for a Saudi fintech company, ensuring consumer satisfaction through technology-driven service tools and strong coordination with internal product, compliance, and marketing teams.

Responsibilities:

• Utilise market-leading customer service and web technologies to increase consumer satisfaction
• Administer Live Chat tools and other web-based consumer affairs technology on a day-to-day basis
• Coordinate with Growth, Product, QC, and Marketing teams to design and conduct periodic market surveys
• Produce periodic customer care MIS reports with market and consumer behaviour insights
• Identify consumer pain points and UX gaps across platforms and escalate improvement areas to management
• Strictly monitor regulatory guidelines regarding customer and consumer rights
• Act as the single point of contact for regulator/SAMA on customer-related matters
• Follow up with internal stakeholders to submit timely responses to regulatory enquiries or complaints
• Support product and business teams in conducting periodic surveys

Qualifications Needed:

• Proven experience in a customer care leadership role within a fintech or digital financial services environment
• Strong knowledge of Saudi regulatory frameworks including SAMA consumer protection guidelines
• Experience managing CRM and live chat platforms at scale
• Excellent communication and stakeholder management skills in both Arabic and English
• Data-driven mindset with experience generating MIS reporting

What the Company Offers:

• Senior customer care leadership role at a Saudi fintech company
• Direct regulatory engagement with SAMA
• Full-time position based in Saudi Arabia

Are you interested in this position? Apply by clicking on the “Apply Now” button below!

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