Overview
Customer Service Manager Jobs in Riyadh, Saudi Arabia at The Chefz
Title: Customer Service Manager
Company: The Chefz
Location: Riyadh, Saudi Arabia
The Customer Service Manager is responsible for leading and managing all customer service operations at TheChefz application, ensuring an exceptional customer experience across all touchpoints.
The role involves overseeing team performance, driving operational excellence, coordinating with internal departments, and implementing strategies that enhance customer satisfaction, retention, and loyalty.
The ideal candidate brings proven leadership experience in a fast-paced food-tech or e-commerce environment, with a strong ability to build high-performing teams, manage escalations effectively, and align customer service objectives with broader business goals.
Job Responsibilities:
• Prepare and submit weekly operations reports and weekly development reports to senior management, ensuring accuracy and timely delivery.
• Manage the Employee of the Week recognition program by reviewing customer comments and selecting winners based on outstanding feedback, in coordination with the Internal Communications team.
• Ensure team schedules are shared and uploaded to Jisr and the workforce management tool, in close coordination with the WFM team.
• Monitor, follow up, and drive team quality score programs and other KPIs, ensuring consistent performance improvement and alignment with service standards.
• Attend Extensya meetings and actively follow up on work progress, open issues, and action items to ensure timely resolution.
• Align with the Workforce Management (WFM) team on forecasting, capacity planning, and staffing needs to ensure optimal coverage at all times.
• Collaborate with Training and Quality teams on initiatives aimed at improving team performance, skill development, and service quality standards.
• Initiate and manage replacement requests when staffing gaps arise, ensuring uninterrupted service operations.
• Ensure timely processing of bank transfers submitted by the team, with zero tolerance for delays in financial transactions.
• Communicate and coordinate with the Marketing team regarding all upcoming campaigns, promotional codes, and product updates that impact customer service operations.
• Serve as the primary liaison with internal teams including Operations Excellence, Operations Development, WFM, Quality, Escalation, Driver Care, Distribution, and Partner Care on all related operational matters.
• Lead, coach, and develop supervisors and team members; establish clear accountability structures, issue warnings when needed, and build a high-performance culture within the department.
Job Requirements:
• Bachelor's degree in Business Administration, Operations Management, or a related field.
• Minimum 5 years of experience in customer service, with at least 2 years in a managerial role.
• Prior experience in food-tech, e-commerce, or delivery-app platforms is strongly preferred.
• Strong leadership skills with a proven ability to manage, motivate, and develop teams of supervisors and agents.
• Data-driven mindset with experience tracking KPIs, quality scores, and operational reports.
• Excellent cross-functional communication and stakeholder management skills.
• Proficient with workforce management tools, Jisr HRMS, and customer service platforms.
• Fluent in Arabic and English (written and spoken).
