Customer Service Manager
Job Description
Do you want to love what you do at work? Make a real impact? Help shape experiences that transform how people connect, celebrate, and engage with events?Are you excited to work with a team that challenges the status quo, breaks away from the ordinary, and builds what’s next?
If yes, you’re in the right place.
webook.com is one of the leading event ticketing and experience platforms, known for its innovation, agility, and ability to scale. We’ve powered some of the largest events in the region, with over 2 billion SAR in ticket sales and now we’re expanding globally.
Role Overview
Oversee the contact centre to ensure ticket buyers receive the best possible experience while managing team performance and operational efficiency.
Key Responsibilities:
- Provide the best possible experience for ticket buyers
- Set, monitor, and meet contact centre rota and performance targets for efficiency and quality
- Manage the daily operation of the contact centre, including coaching and motivating agents
- Identify training needs and develop/deliver training material
- Record statistics, user rates, and performance levels, preparing reports as required
- Handle any matters requiring escalation
Requirements
- 3+ years in customer service management, preferably in ticketing or live events
- Strong leadership, coaching, and team management skills
- Excellent communication and problem-solving skills
- Experience with contact centre tools and CRM systems
