Customer Experience Specialist

About Calo

Calo 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 Overview

We’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 Responsibilities

Voice 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 Candidate

        Qualifications

• 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