Senior Team Lead - Customer Care

Job description

About the Company: At Almosafer Travel & Tourism Co, we’re not just part of the travel industry, we’re helping shape its future. As Saudi Arabia’s leading travel company, we serve millions across every segment of the travel and tourism ecosystem. Rooted in our name “Almosafer,” meaning the traveler, we strive to make every journey seamless, personal, and purposeful. Our diverse platforms and services are built to deliver enriching experiences that reflect the spirit of Saudi Arabia and the wider region. We’re united by a bold vision: To be the undisputed leader in travel services, fostering lasting connections and setting new benchmarks for excellence in the Kingdom and beyond. Our team across Saudi Arabia and the wider region blends deep cultural understanding with forward-thinking innovation, shaping a new standard for travel in the region. About the Role: Lead and develop CX teams to achieve operational KPIs, maintain service quality, manage escalations, and ensure compliance with company policies. Responsibilities: Lead Team Leaders and frontline CX teams. Monitor KPIs, staffing, productivity, and service levels. Manage escalations, performance gaps, and corrective actions. Coach and develop Team Leaders and support succession planning. Drive customer experience, quality, and continuous improvement. Identify operational risks and ensure compliance with SOPs and policies. Collaborate with WFM, Quality, Training, Product, and Tech teams. Prepare regular performance and operational reports. Profile Requirements: Bachelor’s degree or equivalent experience. 2–3 years of leadership experience, preferably managing Team Leaders/Supervisors. Strong experience in performance management, coaching, escalations, and reporting. Being you @ Almosafer: At Almosafer, our teams work with purpose, clarity, and a shared commitment to doing things the right way. Whether you're building platforms, supporting travelers, or shaping strategy, your work connects to something bigger. Across functions and locations, we value accountability, trust, and collaboration - and we create the structure and space for you to contribute meaningfully from day one. Here, you will find: A purpose-led workplace where your ideas can create real impact Ongoing learning and development to help you grow with intention Recognition that celebrates your wins, both big and small A community built on trust, curiosity, and shared momentum No matter where your journey started, at Almosafer, you will find space to grow, connect, and contribute meaningfully.