Senior Customer Experience Partner

Your tasks

Lead the CX team

• Manage daily coverage, shifts and workload across all channels, including peak seasons and holidays.
• Train, coach and review Customer Experience Partners on tone, accuracy, product knowledge and sales.
• Run regular quality checks on conversations and give clear, specific feedback.
• Onboard new team members and keep training materials current.

Own escalations and recovery

• Be the final point of escalation for complaints, refunds, wrong or damaged orders and late deliveries.
• Lead recovery for high-value, repeat and at-risk customers.
• Handle sensitive situations with sound judgment, including food safety concerns, courier conduct issues and public complaints on social media.
• Make compensation decisions within agreed limits and escalate anything beyond them.

Fix problems at the source

• Track every escalation, find patterns and identify the root causes.
• Work with Production, Quality Control, Onboarding and Logistics to close those gaps, for example through pre-dispatch checks and clearer order handovers.
• Share a regular voice-of-customer summary with leadership: what's going wrong, what customers love and what to change.

Build the system

• Write and maintain CX standard operating procedures, escalation rules, saved replies and FAQs.
• Improve CX tools and workflows so the team spends less time on manual work.
• Own CX content on the website and channels, such as policies, order tracking information and help pages, together with Marketing.
• Support marketplace and partner channels so the customer experience is consistent everywhere.

Measure and report

• Own the team's KPIs and report on them regularly.
• Set targets and lead the improvement plan for each one.

What success looks like

• Escalations falling month over month, with repeat issues eliminated
• Fast first response and resolution times across all channels
• Rising customer satisfaction scores and review ratings
• Fewer order errors caused by missing or incorrect details
• More repeat customers and successful recoveries of at-risk customers
• A trained, consistent team that runs smoothly without daily founder involvement

Requirements

• At least 3 years of customer experience experience, including at least 1 year leading or coaching a team
• Experience in food, retail, e-commerce or delivery businesses, ideally with custom or made-to-order products
• A proven record of handling serious complaints and crisis situations with calm and good judgment
• Ability to analyze escalation and feedback data in Google Sheets or Excel and turn it into clear actions
• Experience writing SOPs and building processes from scratch in a growing company
• Excellent written and spoken Arabic and English
• Confidence working with other departments and holding them to agreed standards
• Familiarity with Shopify, WhatsApp Business, CRM or helpdesk tools, and marketplace platforms
• Comfort with the pace and ambiguity of a small, growing company
• A love for celebrations and high standards for every detail