Customer Experience Specialist

Kuwait
Permanent
Full-time

1 month ago
Apply easily

AboutCalo 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 6 countries in the region, delivered millions of meals to our customers, and launched our very own Grab & Go cafe concepts.We're on a noble mission to make healthy easy. We think this is one of the most important problems to tackle in our world today. We have global ambitions - no small thinking here.Role OverviewWe’re looking for a talented, organized, and people-focused Customer Experience Specialist based in Kuwait. You’ll be the local voice of our customers, gathering feedback, handling escalations, and ensuring an exceptional experience across every touchpoint.In this role, you’ll build strong connections with our customers, coordinate feedback loops, support internal teams, and act as a key liaison for improving customer satisfaction.Main ResponsibilitiesVoice of the Customer

Conduct interviews with customers (via phone, video, or in person)
Organize and coordinate customer focus groups
Distribute surveys and gather data-driven insights
Prepare weekly and monthly reports on key metrics (e.g., quality errors, refunds, NPS, etc.)

Escalations & Complaints Handling

Be the main point of contact for escalated cases in Kuwait
Resolve issues directly with customers with empathy and care
Support live chat and phone inquiries as needed

Internal Communications

Coordinate with General Manager, Marketing, Operations, Product, and Growth teams
Report bugs, suggest feature enhancements, and share customer feedback
Collaborate on improving meals and customer offerings

Social Media Engagement

Respond to comments and DMs on Calo’s Kuwait-based social media channels
Represent Calo’s tone and values in all interactions

Ideal CandidateQualifications

1+ year of experience in a customer service or support role
Strong written and verbal communication skills in both Arabic and English
Experience using tools like Intercom, Zendesk, or similar systems
Comfortable using data to support customer experience insights and reports
Strong organizational and coordination skills

Personality

Empathetic, people-first, and passionate about great service
Calm and composed under pressure or in challenging situations
Detail-oriented, especially when communicating important information (e.g., nutrition, pricing)
Proactive and solution-oriented, with a strong sense of ownership
A team player with a positive attitude and a growth mindset

Perks that come with this role:

The chance to build something meaningful in a growing market
Access to Calo’s delicious meal subscription
Competitive compensation and stock options
A vibrant, purpose-driven culture surrounded by passionate colleagues

Calo