Care Lead - Saudi Arabia

📋 Description

• Handle directly member contacts that stay in-house: admin requests, escalations, complex cases.
• Write the scripts, guidelines, and documentation that make Care work in Saudi from day one.
• Shape the operating model on the ground with GM Saudi and global Care community: opening hours
• Own the quality bar for everything externalized: review Arabic calls and tickets, coach outsourcing
• Own the complaint-handling policy and regulatory SLAs on complaints.
• Prepare documentation and readiness for Insurance Authority inspection.

🎯 Requirements

• Saudi national.
• Fluent in Arabic and English, spoken and written. Arabic for QA work, English for global
• Comfortable operating with significant ambiguity: building the system and doing the work at the
• Strong ownership and directness, including holding an external partner accountable to a quality bar.
• Genuine interest in AI-first tooling and automation.

🎁 Benefits

• A world-class team to lean on: you won't be alone. You'll have the full support of Alan's global
• Real ownership and impact from day one, on a function you build yourself.
• As the team scales, this role has the potential to grow into leading a local team.