Customer Support Specialist

About
The company is the leading fintech platform in Saudi Arabia and the wider GCC region with a mission to help people make their dreams come true by building the most customer-centric financial super-app on earth. The company serves millions of users in the region and partners with leading global and regional brands such as SHEIN, Jarir, noon, IKEA, and Amazon, as well as small and medium businesses.

Key Responsibilities

• Monitor and respond to customer inquiries, comments, and messages across social media platforms (e.g., Instagram, Twitter/X, Facebook).
• Ensure all responses are aligned with the company’s tone of voice and customer experience guidelines.
• Handle customer complaints, escalate complex issues, and follow up until resolution.
• Identify and flag potential risks, sensitive cases, or PR-related concerns to relevant stakeholders.
• Maintain SLAs, KPIs, and quality standards in all interactions.
• Collaborate with internal teams (Customer Support, Risk, Payments, Tech) to resolve customer issues.
• Document customer interactions accurately using internal tools (e.g., CRM/Zendesk).
• Support in managing app reviews and public feedback professionally.
• Track recurring issues and provide insights for continuous improvement.

Requirements

• Experience in customer support or social media moderation.
• Strong written communication skills in Arabic and English.
• Ability to handle difficult customers with empathy and professionalism.
• Familiarity with social media platforms and customer engagement tools.
• Ability to multitask and work in a fast-paced environment.
• Basic understanding of fintech or BNPL is a plus.