Director of Customer Experience

Responsible for overseeing customer service operations across markets.

But if that sentence excites you this role probably isnt for you.

This is not a support role.

This is not a ticket-counting role.

This is definitely not a keep customers calm role.

This is about shaping how customers feel when they interact with Calo at scale across countries through moments that matter.

If you believe customer experience is a competitive weapon not a cost center

If you see service as a strategic function not a reactive one

If youve ever thought we can do better than this and actually meant it

Keep reading.

First what is Calo

Calo is a meal subscription startup on a mission to make healthy eating easy. Over the past six years weve delivered tens of millions of meals to hundreds of thousands of customers across seven countries and we still feel like day one. Now were embarking on an AI-powered transformation to change how the world eats and make healthy meals better faster and more affordable.

Calo in numbers and facts

• Operating internationally in 7 countries (Bahrain Saudi Arabia United Arab Emirates Kuwait Qatar Oman the UK)

• 1600 full-time people across all geographies

• 80 Million Dollars in funding till date on the road to an IPO within the next two years (Latest news here)

• One of the fastest-growing food-tech startups globally today but thats not important; whats important is serving the customers better while scaling a winning company culture

The CX team youll be leading

Youll be stepping into a 53-person CX organization spanning all our markets with two core pillars:

• Core CX Handles responding to customers and managing their problems A-to-Z with internal stakeholders focusing on maximizing customer satisfaction and speed.

• Training & Quality Team Manages onboarding continuous on-the-job training the internal quality score framework and detailed feedback sessions to ensure performance consistency.

We dont believe in surface-level customer support that only responds to issues. We refuse to be a reactive helpdesk. Our role is to shape the entire customer experience end to end and create the emotional moments that turn customers into fans. You will find us doing things like:

• Challenging inefficiencies across ops product and logistics to ensure every touchpoint feels smooth intentional and human

• Being customer advocates who push for decisions that build loyalty not shortcuts that save time at the customers expense

One of our most important CX pillars is our WOW moments where we have dedicated budget and each CX member has the responsibility to create out-of-the-box surprises gifts and moments that make our customers feel seen appreciated and genuinely happy.

Why this role now

Calo has grown fast.

And now were entering a new chapter: scaling with intention.

• Stronger systems

• Clearer standards

• Fewer heroics more repeatability

• CX that works brilliantly on good days and bad days

This role is about building a world-class CX engine that can scale without losing its soul.

The role is based in Bahrain or Eastern Province with frequent travel.

Youll need to be close to your teams not just their dashboards.

What youll actually be doing

Reactive Customer Service

1. Owning the CX engine end to end

Youll own the full customer service ecosystem:

• Systems

• Teams

• Metrics

• Feedback loops

• Daily operating rhythms

Fast empathetic accurate support isnt the goal.

Its the baseline.

Your job is to keep raising the bar.

2. Designing service recovery that builds trust

Things will go wrong.

Meals get delayed. Orders get missed. Expectations get broken.

What matters is what happens next.

Youll define:

• Clear SLAs and escalation paths

• Structured service recovery playbooks

• Guardrails that empower agents to make judgment calls

• Measurement of recovery effectiveness not just ticket closure

Because great recovery doesnt just save customers

It creates loyalty.

3. Balancing global standards with local soul

Youll work closely with country leadership to:

• Understand cultural nuances

• Adapt service expectations per market

• Maintain the Calo signature while feeling truly local

Consistency without rigidity.

Local relevance without chaos.

4. Making CX faster smarter lighter

Youll obsess over:

• Reducing avoidable contacts

• Eliminating friction

• Automating what shouldnt require human effort

Partnering deeply with Product Data and Ops youll turn customer pain into engineered solutions.

AI is not optional here.

Its a multiplier.

5. Designing the experience not just responding to it

Youll define service standards across the full journey:

• From first order to last delivery

• From app interaction to doorstep moment

• From complaint to recovery

Playbooks. SOPs. Tone. Behaviors.

All intentional. All documented. All lived.

6. Building the culture behind the service

CX doesnt live in one team.

Youll design and run training across:

• Delivery

• Kitchens

• Nutrition

• Support

So that everyone understands:

• How we speak

• How we show up

• How we recover trust

Proactive Customer Experience

7. Staying ahead of onboarding and churn not chasing it

Youll design proactive journeys:

• A high-touch honeymoon for new customers

• Early-warning systems for churn risk

• Preemptive retention actions

• Structured churn interviews that actually lead to change

Because the best ticket

is the one that never gets created.

8. Becoming the internal voice of the customer

Youll own:

• NPS end to end

• Voice of the Customer across all channels

• Social sentiment monitoring

• Mystery shopping and competitive benchmarks

More importantly youll make sure insights dont die in decks.

Youll push for:

• We heard you moments

• Real changes

• Decisions that favor long-term trust over short-term wins

Youll represent the customer in every room where customer-impacting decisions are made.

Even when its uncomfortable.

Are you a good fit Ask yourself this.

Forget titles for a second.

From experience

• Have I built and led CX operations at scale not just managed them

• Do I understand service metrics deeply and know how to balance speed quality and team health

• Have I worked across multiple markets and navigated cultural nuance

• Can I partner with Product Ops Data Finance and other teamsl as an equal

• Do I see CX as a strategic lever not a reporting function

From who you are

• Do I genuinely care about extraordinary service even when it costs more

• Do I listen before I prescribe

• Do I care more about good ideas than hierarchy

• Can I build structure without killing energy

• Am I someone people want to work with

• Does the idea of using AI to reimagine CX excite me

If youre nodding more than hesitating

youre probably close.

How to apply (not the usual way)

We get a lot of CVs.

They all look impressive.

But they dont tell us:

• How you think

• What you believe about service

• Why this role matters to you

So dont just send a CV.

Send us you.

A Loom.

A Notion page.

A deck.

A voice note.

A short video.

Show us how you think about customer experience

and why you believe youre the right person to lead it at Calo.

If this role gives you butterflies

thats usually a good sign