Customer Experience Specialist

About Calo (more Here) Calo is an app providing personalized meal plans for busy people through nutritional algorithms, built with love by chefs, nutritionists, and software engineers. Launched in Bahrain in 2019, we have since expanded to 7 countries, delivered millions of meals to our customers, and are now expanding our mission of making healthy easy to retail and other verticals. We’re on a noble mission to make healthy easy and think this is one of the most important problems to tackle in our world today. We have global ambitions – no small thinking here.Why This Role MattersWe’re looking for a talented, enthusiastic and dedicated Customer Experience Specialist (Saudi National) to be the main point of contact for our customers in KSA. In this role, your tasks will include addressing customer queries, sharing feedback with different departments, and identifying ways to improve our processes. You will report to and work closely with the Chief Business Officer.What You’ll DoAct as the voice of the customerInterview KSA Customers through phone calls, video calls and in personCoordinate for Customers Focus Group and act as the event coordinator for themSend surveys to customers when data collection is neededComplaints / Escalations HandlingBe the main contact person whenever there’s an escalated case in KSACommunicate solutions and resolve them with the customers directlySupport customers and answer their complaints/inquiries through live chat and phone calls (when needed)Communicating with internal teamsCommunicate with GM, Marketing, Operations, Product and Growth Teams on a daily basisCommunicate with various internal teams on bug escalations, feature enhancements, and meal additions/suggestionsCustomer support via Social Media ChannelsRespond to comments and direct messages on social media channels of KSAHow We Measure Success (KPIs)Achieving interview targetAchieving focus group targetImproving NPS in the departmentWhat We’re Looking ForWe are looking for a Saudi National who possesses the following skills:Behavioral SkillsEmpathy and customer focusAbility to maintain a positive attitude towards colleagues and internal team membersAttention to detail when communicating crucial information such as calories or prices to customersTechnical SkillsExcellent understanding of the systems used by CX, such as Intercom, Zendesk, and ClevertapAddressing customer inquiries and concernsExcelling in communication skills (Arabic & English), both in typing and vocal, in all channels (chat/calls)Excellent research and coordinating skills – ability to multitask with easeThe Hiring JourneyScreeningTechnical interviewTechnical task or case studyCulture fit interviewOfferWant to Gain Extra Points?We’re not looking for cookie‑cutter applications. Surprise us. Show us your creativity, your drive, and who you are beyond a CV. Send a Loom, a Notion page, a deck, a video, a voice note, whatever feels most “you.” Tell us why you belong here at Calo and why this role excites you.Ready to Join?If this role excites you, and you see yourself matching at least 85% of the criteria above, what are you waiting for? Yalla, let’s gooo!