Customer Experience Lead Full Time NEW

Company Description

zarafa is a dedicated online platform for pet lovers, providing a wide variety of pet products and accessories with the convenience of doorstep delivery. Placing pet well-being and customer satisfaction at its core, zarafa aims to elevate the care and happiness of pets and their owners. Our commitment is to deliver an exceptional experience, ensuring every pet and pet parent enjoys the best products and services available. With a passion for animals, zarafa is a trusted destination for all pet-related needs.

Role Description

This is a full-time hybrid role based in Riyadh, with flexibility for remote work. As a Customer Experience Lead, you will oversee day-to-day customer service operations, ensuring that every customer receives outstanding support. Responsibilities include building and nurturing relationships with customers, overseeing and improving customer satisfaction metrics, resolving concerns efficiently, and analyzing feedback to enhance the overall customer experience. You will also collaborate with internal teams to refine processes and ensure the highest standards of communication with customers are maintained.

Qualifications

• Strong interpersonal skills and the ability to build positive relationships with customers
• Advanced Excel skills (Pivot tables, XLOOKUP, Index-Match) to automate reporting and track structured data.
• Process Oriented: Proven ability to create SOPs and optimize complex workflows.
• Communication: Fluent in both Arabic and English.
• Proven experience in customer satisfaction and customer support processes
• Excellent communication skills, both verbal and written
• Strong analytical skills to assess feedback, identify trends, and implement improvements
• Ability to work in a hybrid setup with a proactive approach to managing responsibilities
• Familiarity with customer relationship management (CRM) tools is a plus
• Passion for pets and understanding of pet owners’ needs is advantageous
• A “builder” mindset rather than just a “manager” mindset.
• Bachelor’s degree or equivalent experience in a related field such as Customer Service, Marketing, or Business