Director of Customer Experience

About 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. 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

The CX team you’ll be leading

• 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.

Why this role, now?

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.

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. 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