Qureos Mentor

Zeal

<div>
 
 About Zeal
 
 
 
 Zeal is addressing the critical challenge of untapped transactional data. At the moment, whenever a transaction is processed on a POS terminal (payment card machine), physical retailers have no idea who the paying customer is, unless they use a loyalty program. Think of when you go to a supermarket and you pay by card, unless you go to a supermarket that has a loyalty program and you get your loyalty card out, the POS terminal doesn't tell the retailer if you're a new or returning customer, demographics, gender, etc. Unlike e-ecommerce, in physical retail customer identification always had to be a separate step because the payment terminal is not built to self-identify the paying customer. Hence, a plethora of valuable data is lost or underutilized. With Zeal&rsquo;s advanced Smart POS plugin, the company integrates with POS terminals globally to provide payment acquirers and ISVs with a unique differentiator for their POS terminals. The merchants of our partners benefit from world-class data, analytics &amp; tools to predict consumer behavior using Artificial Intelligence, enabling merchants to unlock the full potential of transactional data.
 
 
 
 Role Overview
 
 
 
 We&rsquo;re looking for a proactive and empathetic
 
 Customer Care Associate
 
 to join our support team. You&rsquo;ll be on the frontline of merchant and customer interactions, ensuring timely, accurate, and high-quality support across live chat, email, and other channels. In this role, you&rsquo;ll troubleshoot basic technical issues, guide merchants through onboarding and account setup, and provide exceptional service that builds trust and loyalty. You&rsquo;ll also play a key role in sharing feedback with internal teams to improve our products and processes.
 
 
 
 Key Responsibilities
 
 
 
 
 Customer Support &amp; Issue Resolution
 
 
 
 <ul>
 <li>
 Respond promptly to inquiries via chat, email, and assigned channels.
 </li>
 <li>
 Understand customer needs and provide accurate and complete information.
 </li>
 <li>
 Troubleshoot basic technical issues and guide users through solutions.
 </li>
 <li>
 Escalate complex cases to internal teams, maintaining ownership until resolution.
 </li>
 <li>
 Maintain professional, empathetic communication to ensure positive customer experiences.
 
 
 </li>
 </ul>
 
 Merchant Support &amp; Onboarding
 
 
 
 <ul>
 <li>
 Assist merchants with onboarding, account setup, and platform usage.
 </li>
 <li>
 Guide merchants on policies, procedures, and best practices.
 </li>
 <li>
 Handle requests such as billing inquiries, account changes, and product listings.
 </li>
 <li>
 Identify upselling or cross-selling opportunities when relevant.
 
 
 </li>
 </ul>
 
 Quality &amp; Process Adherence
 
 
 
 <ul>
 <li>
 Adhere to SLAs for response and resolution times.
 </li>
 <li>
 Maintain high standards in written communication (clarity, tone, accuracy).
 </li>
 <li>
 Follow internal scripts, workflows, and templates while adapting to customer needs.
 </li>
 <li>
 Document customer interactions accurately in the CRM system.
 
 
 </li>
 </ul>
 
 Collaboration &amp; Feedback
 
 
 
 <ul>
 <li>
 Coordinate with support agents, team leads, and cross-functional teams to resolve cases.
 </li>
 <li>
 Share feedback with product and operations teams about recurring issues and customer needs.
 </li>
 <li>
 Assist in testing new features, providing user experience insights.
 </li>
 <li>
 Report trends and common issues to management for process improvement.
 
 
 </li>
 </ul>
 
 Continuous Improvement
 
 
 
 <ul>
 <li>
 Stay updated on product features, policy changes, and company updates.
 </li>
 <li>
 Support onboarding and training of new team members when needed.
 </li>
 <li>
 Adapt quickly to new tools, processes, and product features.
 </li>
 <li>
 Contribute to improving NPS and CSAT scores through excellent service delivery.
 
 
 </li>
 </ul>
 
 The Ideal Candidate Should Have
 
 
 
 <ul>
 <li>
 1&ndash;2 years of experience in customer support or similar roles.
 </li>
 <li>
 Clear written communication for fast, professional, and empathetic responses.
 </li>
 <li>
 Strong active listening and tone adaptability.
 </li>
 <li>
 Empathy and patience in handling frustrated customers.
 </li>
 <li>
 Problem-solving mindset with ability to focus on solutions.
 </li>
 <li>
 Ability to handle multiple conversations simultaneously.
 </li>
 <li>
 Strong prioritization skills to meet SLAs and daily/weekly targets.
 </li>
 <li>
 English and Arabic fluency is required.
 
 
 </li>
 </ul>
 
 Nice To Haves
 
 
 
 <ul>
 <li>
 Familiarity with Google Workspace (Docs, Sheets, Slides).
 </li>
 <li>
 Data analysis or reporting skills.
 </li>
 <li>
 Presentation skills and multitasking ability.
 </li>
 <li>
 Additional languages.
 </li>
 <li>
 High emotional intelligence.
 
 
 </li>
 </ul>
 
 What You&rsquo;ll Love About Us
 
 
 
 <ul>
 <li>
 💻 Work from Anywhere: Enjoy the flexibility of remote work or join us in a hybrid setup. Your choice, your comfort.
 </li>
 <li>
 💰 Competitive Compensation: We value your talent and offer packages that reflect it.
 </li>
 <li>
 🤝 Collaborative Culture: Join a team where trust, transparency, and continuous learning are at the heart of everything we do.
 </li>
 <li>
 💡 Make an Impact: Have ideas to make things better? Awesome. We&rsquo;re all ears and ready to innovate.
 </li>
 <li>
 🚀 Shape the Future of Fintech: Work on cutting-edge fintech solutions that impact thousands of users.
 </li>
 </ul>
</div>

Customer Care Associate

<div><h3 class="jobSectionHeader">About Zeal:</h3>
Zeal is addressing the critical challenge of untapped transactional data. At the moment, whenever a transaction is processed on a POS terminal (payment card machine), physical retailers have no idea who the paying customer is, unless they use a loyalty program. Think of when you go to a supermarket and you pay by card, unless you go to a supermarket that has a loyalty program and you get your loyalty card out, the POS terminal doesn't tell the retailer if you're a new or returning customer, demographics, gender, etc. Unlike e-ecommerce, in physical retail customer identification always had to be a separate step because the payment terminal is not built to self-identify the paying customer. Hence, a plethora of valuable data is lost or underutilized. With Zeal's advanced Smart POS plugin, the company integrates with POS terminals globally to provide payment acquirers and ISVs with a unique differentiator for their POS terminals. The merchants of our partners benefit from world-class data, analytics &amp; tools to predict consumer behavior using Artificial Intelligence, enabling merchants to unlock the full potential of transactional data. 
 
<h3 class="jobSectionHeader">About The Role:</h3>
We are looking for an experienced and driven Customer Support Manager to lead Zeal's support operations and ensure exceptional service for our merchants. This role is a mix of leadership, process optimization, and cross-functional collaboration, requiring someone who can balance operational efficiency with a strong focus on customer experience. You will manage and coach our support team, oversee day-to-day operations, implement quality programs, and ensure our merchants receive timely and effective support across all touchpoints. 
 
<h3 class="jobSectionHeader">Key Responsibilities</h3>
Team Leadership &amp; Coaching
<ul><li>Recruit, onboard, and mentor chat support agents.</li>
<li>Conduct regular performance evaluations, 1:1s, and coaching sessions.</li>
<li>Foster a culture of accountability, continuous learning, and high performance.</li>
</ul>Operational Efficiency
<ul><li>Manage support queues and ensure coverage during peak hours and 24/7 operations as needed.</li>
<li>Optimize workflows and leverage automation to improve handling times and customer experience.</li>
<li>Monitor key KPIs such as First Response Time (FRT), Resolution Time, CSAT, and SLA adherence.</li>
</ul>Quality Assurance &amp; Training
<ul><li>Implement QA programs to review agent conversations and provide actionable feedback.</li>
<li>Ensure team members are trained on new product features, processes, and compliance requirements.</li>
<li>Act as the point of escalation for complex merchant-related issues.</li>
<li>Design and maintain knowledge bases, workflows, and training modules.</li>
</ul>Process Improvement &amp; Customer Advocacy
<ul><li>Gather and analyze merchant feedback, escalating pain points to product and operations teams.</li>
<li>Represent the &ldquo;voice of the customer&rdquo; in roadmap and process discussions.</li>
<li>Develop and implement initiatives to enhance customer satisfaction and retention.</li>
</ul>Analytics &amp; Reporting
<ul><li>Track and analyze support metrics including NPS, SLA adherence, and resolution rates.</li>
<li>Prepare reports for leadership highlighting trends, performance insights, and recommendations.</li>
<li>Monitor churn indicators and sentiment trends to proactively address risks.</li>
</ul>Cross-Functional Collaboration
<ul><li>Partner with sales, account management, product, and operations to ensure a seamless merchant lifecycle.</li>
<li>Collaborate with stakeholders to refine processes, improve communications, and resolve systemic challenges.</li> 
</ul> 
<h3 class="jobSectionHeader">What We're Looking For</h3>
<ul><li>2&ndash;3 years of experience as a Customer Support Manager or Operations Manager, preferably in fintech, banking, or high-growth tech environments.</li>
<li>Proven track record of driving operational excellence, managing large support teams (100+ employees), and delivering strong customer satisfaction.</li>
<li>Strong background in performance management, hiring, planning, and budget oversight.</li>
<li>Experience working with UK fintech culture and banking systems is a plus.</li>
<li>Excellent communication and presentation skills (English fluency required; Arabic is a strong advantage).</li>
<li>Data-driven decision-making with solid analytical and reporting skills.</li>
<li>Expertise in process improvement and change management.</li>
<li>Strong leadership and people management skills.</li>
<li>High adaptability and problem-solving mindset in fast-paced environments.</li> 
</ul> 
<h3 class="jobSectionHeader">Nice to Have</h3>
<ul><li>Bachelor's degree; MBA preferred.</li>
<li>Familiarity with Google Workspace (Docs, Sheets, Slides), Intercom, Freshdesk, or Figma.</li>
<li>Additional languages are a plus.</li></ul><h3 class="jobSectionHeader">
What You'll Love About Us</h3>
<ul><li>Work from Anywhere: Enjoy the flexibility of remote work or join us in a hybrid setup. Your choice, your comfort.</li><li>
Competitive Compensation: We value your talent and offer packages that reflect it.</li><li>
Collaborative Culture: Join a team where trust, transparency, and continuous learning are at the heart of everything we do.</li><li>
Make an Impact: Have ideas to make things better? Awesome. We're all ears and ready to innovate.</li><li>
Shape the Future of Fintech: Work on cutting-edge fintech solutions that impact thousands of users.</li></ul></div>

Customer Support Manager

Join Zeal and explore 3   exciting career opportunities. They're hiring for various roles with options for remote or on-site work. Apply today and become part of their innovative team.

Zeal

ABOUT_COMPANY

Customer Care Associate

Customer Support Manager

Customer Care Associate