Senior Manager Customer Service

Senior Manager Customer Service

Jeeny is a leading ride-hailing platform that strives to revolutionize daily commuting and transportation. Our app connects users with their preferred modes of transportation, making mobility accessible, convenient, and affordable for all.

We are a joint venture between MEIG (Middle East Internet Group), Rocket Internet, and IMENA. Since our inception, we have grown exponentially and currently operate in Saudi Arabia and Jordan.

At Jeeny, we value innovation, teamwork, and a passion for delivering exceptional user experiences. Join us in our mission to transform the transportation landscape.

Job Brief: As the Senior Manager Customer Service at Jeeny, you will spearhead our vision for exceptional customer service standards. You will be responsible for crafting and executing customer service strategies to drive departmental performance and ensure a seamless consumer experience. This role requires a strong focus on people management, performance enhancement, and fostering a consumer-centric culture.

Key Responsibilities:

• Develop and implement strategies to enhance overall customer experience and loyalty.
• Lead and mentor the customer service team to achieve departmental goals.
• Evolve support from a cost center into a value driver (retention, upsell, NPS, brand loyalty).
• Benchmark against industry leaders and adopt best practices in support innovation.
• Analyze customer feedback and data to identify trends and areas for improvement.
• Collaborate with cross-functional teams to align customer service goals with business objectives.
• Establish and enforce customer service policies and standards.
• Monitor performance metrics and implement corrective actions as necessary.
• Stay abreast of industry trends and recommend innovative solutions.
• Build data-driven reporting systems that track performance in real-time.
• Redesign customer journeys to ensure fast, frictionless, and personalized resolution.
• Champion voice-of-customer initiatives and feed insights into product/ops/strategy.
• Represent the customer internally at the leadership table.
• Lead digitization and automation projects to enhance customer satisfaction.