Customer Service Saudization: Remote Customer Service Reserved for Saudis

Customer service Saudization has two MHRSD layers: a remote-work rule in force since 1 August 2021, and a wider 100% customer service decision in force since 17 December 2022. Since 1 August 2021, customer service jobs delivered remotely, by phone, email, chat, social media or other remote channels, are restricted to Saudi nationals. This page explains what counts as remote customer service, who is caught, what is excluded, and where in-person customer service roles fall.

Is remote customer service restricted to Saudis?

Yes. MHRSD announced on 1 August 2021 (22/12/1442 AH) that the grace period had ended and the decision to restrict remote customer service professions to Saudis was in effect. That announcement is MHRSD's confirmation of the decision. The procedural guide identifies it as Ministerial Decision No. 112203 and says establishments had a 180-day grace period from issuance.

We found no later amendment or repeal of the remote customer service decision in MHRSD's news or in the 2026 law-firm summaries we reviewed. A 2026 Gulf Business roundup still lists it among 100% rules in force.

What counts as remote customer service?

The decision covers customer service performed remotely, through any of these channels, according to MHRSD:

The procedural guide ties the rule to customer service professions in the Saudi Standard Classification of Occupations, which it identifies as group 42. It includes leadership and supervisory roles in that group, and any role that performs the same functions. The guide adds that an employee whose duties include remote customer service is covered even if it is not their main job title. This is the same logic as other localization rules: the registered occupation and the real work both matter. See how to map job titles to occupation codes.

MHRSD's announcement describes the scope as every profession and position in remote customer service and contact centers.

Who must comply?

The restriction applies to establishments governed by the Saudi Labor Law, across all sectors and activities, according to the guide. MHRSD's announcement covers both direct and indirect contracting. In practice, that means three arrangements:

The guide defines an establishment as any legal person providing customer service as a main, supporting or outsourced activity. It says the establishment's Nitaqat range does not affect whether the rule applies. A Platinum-band employer is covered like any other. The guide also says foreign-domiciled companies with no employment relationship under Saudi labor law are not targeted. See the outsourcing guide for how contracting structures interact with localization.

What is excluded?

The guide names three exclusions:

1. Technical support and maintenance. The guide treats these as second-class service roles outside the definition.
2. Face-to-face customer service. The guide states that in-person customer service is excluded, and that non-Saudi workers on premises, not working remotely, are not covered by this decision.
3. Roles excluded in coordination with supervisory authorities. The guide defines excluded professions as customer service roles agreed with the government body that oversees an establishment's licensed activity. We could not verify any list of such roles, so none is given here.

MHRSD's news announcement lists no exclusions. The guide is the more detailed source. Treat the boundary between customer service and technical support as a point to test against real duties, not job titles.

Are in-person customer service roles covered elsewhere?

Not by this decision, but other rules can reach them. In-person roles are governed by sector decisions, and the hub's 100% professions page tracks those, including cinema sales, shopping malls and tourism front-desk work. See the tourism page for hotel receptionists and telephone operators, and the administrative support page for the 69 administrative professions at 100% since April 2026.

A wider customer service decision is also in force, confirmed by MHRSD. Arab News reported in December 2022 that MHRSD was localizing 100% of customer service jobs, including leadership and supervisory roles, for establishments that provide customer service as a main or supporting activity or outsource it through communication channels. Secondary sources cite a separate decision for that rule. MHRSD announced it on 22 June 2022 with an effective date of 23/05/1444 AH (17 December 2022) and confirmed on 20 December 2022 that it had started. MHRSD's releases do not give a decision number or a title-level role list. Confirm its scope with MHRSD before assuming it covers or excludes a given role.

How is compliance counted?

Under the guide, the target is full Saudi staffing of the covered roles, with no staged increase. There is no percentage to calculate. If an establishment assigns localized functions to a non-Saudi under any job title, the guide says MHRSD will take legal action under its Table of Violations and Penalties. The guide's own decision references to that table are inconsistent, so we do not give a fine amount. For how enforcement works generally, see Saudization penalties and inspections.

The guide also refers to a minimum wage that counts toward the localization ratio, set under a separate decision. We did not find the amount in the sources we could read, so we do not state one. Check the guide before assuming a Saudi at a given pay level counts.

What support did MHRSD offer employers?

MHRSD's announcement points to the Future Skills initiative, run with the Ministry of Communications and Information Technology, which offers employment, training and career guidance. It also names an incentive initiative for localizing call centers and technical outsourcing, plus training routes through the Human Resources Development Fund (Hadaf), including Tamheer and Doroob. See Saudization support programs for current programs.

Key dates

See the Saudization calendar for current deadlines.

How can you check whether a role is covered?

1. Identify whether the employee serves customers remotely, by phone, email, chat or social media.
2. Check the registered occupation, and compare it with the work actually done.
3. Determine whether the role is technical support or maintenance rather than customer service.
4. Check whether the work is outsourced, brokered or delivered by another party.
5. For in-person roles, look at the sector decision instead, on the 100% professions page.

This page describes what the rules say. It is not legal advice.

What does the rule mean for Saudi jobseekers and expats?

For Saudi jobseekers, the rule keeps contact center and remote customer service roles open to nationals, across banks, telecoms, retail and other sectors. These roles can be an entry point into Saudi careers under Saudization, though the rule raises demand without guaranteeing any individual a job.

For expatriates, remote customer service roles at establishments governed by Saudi labor law are restricted. Technical support, in-person roles and employment with companies outside the Saudi labor law framework are handled differently. The expat guide describes how to check a registered occupation factually. For a comparable older rule, see real estate Saudization, and for all rates see the rates database.