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Sindibad is the leading online travel platform in Iraq, with more than 3 million users and 2.4x year-on-year growth.Our mission is to enable travel for everyone in MENA, and to position the region as a global tourism destination.
Customer obsession is our first value. Every customer matters. When a trip breaks, a human answers and makes it right. Someone has to own that promise. That is this job. Support comes down to three things: quality, speed, and cost. You own all three, and you do not buy one with the other two. Operations own the buildings. You own what happens inside them, and on every phone and every screen.
The Customer Partner team.
Around 20 people across shifts, and the standard at our Direct Sales counters. You hire them, you grow them, you hold the bar. 1:1s, a Growth Review every two months, and feedback given in the moment.
Quality.
A customer is a person with a trip, not a case number. Build the QA programme, listen to the calls yourself, coach the same day. A quality score that does not move with what customers feel is theatre.
Speed.
How fast we answer, and how fast we finish. Underpromise and overdeliver: set the expectation you can beat, then beat it.
Cost.
Every contact has a price. If a job does not require creativity, automate it. The cheapest case is the one that never arrives.
Root cause.
Address the root cause, not the symptom. When the same problem comes twice, fix the process, not the instance. Prioritise by severity, by how much the customer has already invested, and by how often it happens. Stay with Product, Technology, Finance, and Inventory until the reason is gone.
Owning the problem.
Find it, own it, and do whatever it takes to close it. You do not hand problems back and you do not wait to be asked. The hardest ones end with you.
Someone who takes the whole problem. Who decides at about 70 percent of the information and corrects tomorrow, instead of waiting a week to be right. Speed over efficiency, because nothing here is certain yet. Relentlessly resourceful. It is not for someone who manages by presence. If the team only performs when you are in the room, you have built nothing. It is not for someone who reports the number instead of reading the story behind it.