Customer Care Manager

At Lendo, we’re a fast-growing FinTech company on a mission to transform SME financing in Saudi Arabia. Our innovative digital lending platform enables fast, secure, and transparent access to capital - empowering businesses and driving economic growth.

As we continue to scale, we’re looking for a passionate and experienced Customer Care Manager to elevate our customer experience strategy. In this critical role, you’ll define and execute a customer care roadmap aligned with Lendo’s vision, lead a high-performing service team, and ensure every interaction reflects our commitment to excellence. You’ll work cross-functionally to optimize processes, integrate technology, and ensure full compliance with regulatory standards like SAMA. If you're a customer-first leader with a track record in service delivery, performance management, and process innovation - we’d love to hear from you.

Key Responsibilities:

1. Customer Experience Strategy & Leadership
   Develop and execute a clear customer care vision aligned with Lendo’s strategic goals. Lead initiatives to improve the end-to-end customer journey, enhance satisfaction metrics (CSAT, NPS, FCR), and ensure a consistently high-quality service experience.

2. Team Management & Performance
   Recruit, train, and lead a high-performing team of customer care agents and supervisors. Set clear KPIs, conduct regular quality and productivity reviews, and foster a performance-driven culture.

3. Compliance, Risk & Escalation Management
   Ensure all customer interactions comply with relevant regulations (e.g., SAMA guidelines). Manage escalated or sensitive cases in collaboration with legal, compliance, and risk teams.

4. Process Optimization & Technology Integration
   Identify and implement opportunities for automation and efficiency improvements using tools like IVR, CRM systems, and chatbots. Collaborate closely with tech and product teams to translate customer feedback into practical enhancements.

5. Stakeholder & Vendor Collaboration
   Act as the internal voice of the customer, working cross-functionally with product, operations, and commercial teams to resolve issues and refine offerings. Oversee any outsourced service providers to ensure alignment with Lendo’s service standards.

6. Reporting & Insights
   Monitor and analyze customer service trends, feedback, and key metrics. Deliver actionable insights and regular reports to senior leadership to support data-driven decision-making and continuous improvement.

Qualifications:

• Minimum of 5 years’ experience in customer care, with at least 2 years in a leadership or supervisory role.

• Prior experience in financial services, preferably within a financing or lending company, is essential.

• Strong knowledge of customer service best practices, compliance requirements, and regulatory standards in Saudi Arabia (e.g., SAMA guidelines).

• Saudi national with fluency in both Arabic and English – written and spoken.

• Excellent communication, problem-solving, and stakeholder management skills.

• Familiarity with CRM systems, IVR technology, and customer satisfaction metrics such as CSAT, NPS, and FCR.