Senior Customer Experience Associate
at Careem Amman, Jordan Careem is building the Everything App for the greater Middle East, making it easier than ever to move around, order food and groceries, manage payments, and more. Careem is led by a powerful purpose to simplify and improve the lives of people and build an awesome organisation that inspires. Since 2012, Careem has created earnings for over 2.5 million Captains, simplified the lives of over 50 million customers, and built a platform for the region’s best talent to thrive and for entrepreneurs to scale their businesses. Careem operates in over 70 cities across 10 countries, from Morocco to Pakistan.
About the Role:
You are at the center of experience at Careem, embodying the customer's voice. Your daily actions will address pain points for Captains and customers, enhancing their experience on our platform.
What You'll Do: Understand fleet needs, behaviors, and motivations to improve the Customer/Captain experience. Work cross-functionally to drive preemptive CX improvement actions via product, policy, and on-ground operations. Ensure optimal experience across all verticals daily and solve operational issues in real-time. Leverage insights from analytics to provide reports and dashboards for operational initiatives. Manage stakeholders, both internal and external, to enhance platform experience and identify growth opportunities. Facilitate product rollouts, drive adoption, and manage the go-to-market process. Listen attentively to Customers and Captains, providing insights to improve their experience. Contribute to Careem’s data-driven environment with best practices, methodologies, and data visibility. Analyze data to make decisions and continuously improve processes for a consistent, world-class customer experience. Create content for Captain communications in Arabic and English.
What You'll Do
Supreme Customer Service is fundamental at Careem, and we aim to wow our Captains (drivers) and Customer every time! Assist local Operations teams in delivering first-class service across Training, Captain Support, and Peak Management. Make bold decisions and work agilely to improve the lives of people with a strong alignment with our core values: bold, focused, agile, and collaborative.
What You'll Need:
A passionate commitment to improving the lives of people and a focus on excellence and customer service. Strong team player who encourages skill development and suggests ways to improve performance and competence. 1-2 years of industry experience with a strong passion and desire to grow quickly and learn. Proactivity and ability to work in a fast-paced, high-pressure, and constantly changing environment. Understanding of business functions and how different departments contribute to the organization. Ability to gather user requirements (Customer, Captain, Merchant) from data and propose solutions. Ability to manage multiple tasks and meet tight deadlines. Confident, outgoing, and eager to teach others. Technical proficiency, including competence in SQL, Microsoft Office (Excel, PowerPoint), and general computer literacy. Excellent troubleshooting skills and the ability to work collaboratively within a team. Proficiency in both English and Arabic.
What we’ll provide you
We offer colleagues the opportunity to drive impact in the region while they learn and grow. As a full time Careem colleague, you will be able to:
Work and learn from great minds by joining a community of inspiring colleagues. Put your passion to work in a purposeful organisation dedicated to creating impact in a region with a lot of untapped potential. Explore new opportunities to learn and grow every day.
Work 4 days a week in office & 1 day from home, and remotely from any country in the world for 30 days a year with unlimited vacation days per year.
(If you are in an individual contributor role in tech, you will have 2 office days a week and 3 to work from home.)*
* Access to healthcare benefits and fitness reimbursements for health activities including gym, health club, and training classes.
