Manager - Customer Service (SA)

Red Sea Global
Saudi Arabia
Workplace: OnsiteFull timeFunction: Customer Support (Service Desk)Experience: 10-15 yearsEducation: bachelorsSkills: ["Leadership","Stakeholder management","Service improvement","Customer advocacy","Continuous improvement mindset"]

Lead customer care operations for a utilities business, ensuring customer inquiries, service requests, complaints, and incidents are handled efficiently across all channels. Own standardized processes for intake, logging, escalation, and resolution in line with SLAs and regulatory requirements. Drive KPIs, reporting, and continuous improvement, while managing supervisors and agents and coordinating with control rooms, operations, billing, and field teams. Advocate for customers and support system/digital enhancements using CRM and CIS tools.

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Red Sea Global
Red Sea Global
1 day ago

Manager - Customer Service (SA)

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Last checked: 5 hours agoStatus: Live

Job Summary

Lead customer care operations for a utilities business, ensuring customer inquiries, service requests, complaints, and incidents are handled efficiently across all channels. Own standardized processes for intake, logging, escalation, and resolution in line with SLAs and regulatory requirements. Drive KPIs, reporting, and continuous improvement, while managing supervisors and agents and coordinating with control rooms, operations, billing, and field teams. Advocate for customers and support system/digital enhancements using CRM and CIS tools.
Location: Saudi Arabia
Workplace: Onsite
Employment Type: Full time
Job Function: Customer Support (Service Desk)
Seniority: Manager level

Key Responsibilities

  • •Manage day-to-day customer care operations across channels (call center, email, web portals, digital platforms).
  • •Oversee service request and complaint intake, escalation, coordination with teams, and timely closure/communication.
  • •Define, monitor, and report customer care KPIs and analyze trends to drive operational improvements.
  • •Lead and coach customer care supervisors, team leaders, and agents; ensure staffing, training, quality assurance, and performance frameworks.
  • •Ensure effective use of CRM/CIS and outage management systems; coordinate with IT/digital teams on enhancements and compliance with data protection requirements.

Key Requirements

  • •Bachelor’s degree in Business Administration, Engineering, or a related discipline.
  • •10–15 years of experience in customer service or contact center operations, preferably in utilities or regulated infrastructure.
  • •Proven experience managing high-volume customer care/call center operations.
  • •Strong understanding of utility services, service request workflows, and customer service SLAs.
  • •Experience with CRM, CIS, and customer communication systems.
Experience:10-15 yearsUtilitiesRegulated infrastructure
Education:Bachelor's
Skills:LeadershipStakeholder managementService improvementCustomer advocacyContinuous improvement mindset
Tech Stack:CRMCISOutage management systemsCustomer communication toolsDashboards

Company Brief

Red Sea Global
Red Sea Global (RSG) is a Saudi Arabian developer of large-scale regenerative tourism destinations, including The Red Sea and Amaala, focused on luxury sustainable resort development and infrastructure as part of Saudi Vision 2030.
Industry: Real Estate Development
Company Size: Enterprise (1,001+ employees)
Growth: Government & Public Sector
Headquarters: Riyadh, Saudi Arabia
Founded: 2017
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