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 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, 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.

Calo in numbers and facts

• 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

The CX team you’ll be leading 💚

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.

Here’s a glimpse of some of our team’s Wow Moments in action👇🏻

Why this role, now?

Calo has grown fast.

And now we’re 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.

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

What you’ll actually be doing (no fluff)

Reactive Customer Service

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.

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

What matters is what happens next.

You’ll 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 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
• 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

You’ll obsess over:

• Reducing avoidable contacts
• Eliminating friction
• Automating what shouldn’t require human effort

Partnering deeply with Product, Data, and Ops, you’ll turn customer pain into engineered solutions.

AI is not optional here.

It’s a multiplier.

5. Designing the experience, not just responding to it

You’ll 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 doesn’t live in one team.

You’ll 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

You’ll 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

You’ll own:

• NPS, end to end
• Voice of the Customer across all channels
• Social sentiment monitoring
• Mystery shopping and competitive benchmarks

More importantly, you’ll make sure insights don’t die in decks.

You’ll push for:

• “We heard you” moments
• Real changes
• Decisions that favor long-term trust over short-term wins

You’ll represent the customer in every room where customer-impacting decisions are made.

Even when it’s 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 you’re nodding more than hesitating

you’re probably close.

How to apply (not the usual way)

We get a lot of CVs.

They all look impressive.

But they don’t tell us:

• How you think
• What you believe about service
• Why this role matters to you

So don’t 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 you’re the right person to lead it at Calo.

If this role gives you butterflies,

that’s usually a good sign 💚