Customer Operations Manager – Bilingual English/Arabic

About the role

The Customer Operations Manager will own the end‑to‑end customer lifecycle at Turpal, a remote‑first travel‑tech startup. You will lead a small team of Customer Operations Specialists while staying hands‑on with strategic accounts and complex implementations, acting as the bridge between customers and product teams.

Key responsibilities

• Lead, coach and develop a multi‑country team of Customer Operations Specialists, set goals and manage capacity.
• Own onboarding and implementation for new B2B customers, ensuring fast and smooth go‑lives.
• Provide post‑implementation support, set response and resolution standards, and act as escalation point for complex issues.
• Maintain customer health, drive retention, renewals and identify up‑sell/cross‑sell opportunities in partnership with Sales.
• Represent the voice of the customer to Product and Engineering, translating feedback into product improvements.
• Define, track and report on metrics such as onboarding time, adoption, satisfaction, retention and expansion.
• Select, implement and optimise customer‑operations tooling (CRM, ticketing, onboarding systems).

Required profile

• Passionate about technology and commercially minded.
• Excellent bilingual communication skills in English and Arabic.
• Proven experience leading and developing customer‑facing teams.
• Strong analytical mindset with ability to drive process improvements.

Required skills

• Experience with CRM systems.
• Experience with ticketing and onboarding tools.