Director of Customer Experience

“Responsible for overseeing customer service operations across markets.”

But if that sentence excites you, this role probably isn’t 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 you’ve ever thought “we can do better than this” and actually intended it

Keep reading.

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

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

1,600+ 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 that’s not important; what’s important is serving the customers better while scaling a winning company culture

You’ll 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 don’t 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 customer’s 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.

Calo has grown fast.

And now we’re entering a new chapter:
scaling with intention
.

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.

You’ll need to be close to your teams, not just their dashboards.

1. Owning the CX engine, end to end

You’ll own the full customer service ecosystem:

Systems

Teams

Metrics

Feedback loops

Daily operating rhythms

Fast, empathetic, accurate support isn’t the goal.

It’s the baseline
.

Your job is to keep raising the bar.

2. Designing service recovery that builds trust

Things will go wrong.

What matters is what happens next
.

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 doesn’t just save customers

It creates loyalty.

3. Balancing global standards with local soul

You’ll work closely with country leadership to:

Understand cultural nuances

Maintain the Calo signature while feeling truly local

Consistency without rigidity.

Local relevance without chaos.

You’ll obsess over:

Reducing avoidable contacts

Eliminating friction

Automating what shouldn’t require human effort

Partnering deeply with…