Nationality: Saudi
Location: Remote
Department: Operations
Employment Type: Full-Time
About the Role
We're looking for a proactive and customer-focused Customer Support Specialist to join the Waffy team. You'll be the first point of contact for our customers, ensuring every interaction is handled professionally while delivering an exceptional customer experience.
Key Responsibilities
Customer Support
- Respond to customer inquiries via chat, email, WhatsApp, phone, and social media.
- Provide accurate, timely, and professional assistance.
- Guide customers through the platform and its features.
Issue Resolution
- Investigate and resolve customer issues efficiently.
- Escalate technical or complex cases to the appropriate teams.
- Follow up with customers until issues are fully resolved.
Ticket Management
- Create, prioritize, and update support tickets.
- Maintain accurate records of customer interactions.
- Ensure all requests are handled within agreed service levels (SLAs).
Cross-Functional Collaboration
- Work closely with the Product, Engineering, Operations, and Finance teams to resolve customer issues.
- Share customer feedback and recurring issues to help improve products and processes.
Continuous Improvement
- Contribute to the internal knowledge base and FAQs.
- Identify opportunities to improve customer experience and support operations.
Requirements
- Saudi national candidates.
- Bachelor's degree or equivalent experience.
- 1–3 years of experience in Customer Support or a similar role.
- Excellent communication skills in Arabic and English.
- Strong problem-solving and interpersonal skills.
- Ability to work in a fast-paced, remote environment.
- Experience with CRM or ticketing systems is a plus.
- Experience in FinTech, SaaS, or technology companies is preferred.
What We're Looking For
- Customer-first mindset
- Strong communication skills
- Ownership and accountability
- Attention to detail
- Team player
- Adaptability and willingness to learn
Join Waffy and help us deliver exceptional customer experiences while shaping the future of digital financial services.