Customer Care Associate

Role Overview

We’re looking for a proactive and empathetic Customer Care Associate to join our support team. You’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’ll troubleshoot basic technical issues, guide merchants through onboarding and account setup, and provide exceptional service that builds trust and loyalty. You’ll also play a key role in sharing feedback with internal teams to improve our products and processes.

Key Responsibilities:

Customer Support & Issue Resolution

• Respond promptly to inquiries via chat, email, and assigned channels.
• Understand customer needs and provide accurate and complete information.
• Troubleshoot basic technical issues and guide users through solutions.
• Escalate complex cases to internal teams, maintaining ownership until resolution.
• Maintain professional, empathetic communication to ensure positive customer experiences.

Merchant Support & Onboarding

• Assist merchants with onboarding, account setup, and platform usage.
• Guide merchants on policies, procedures, and best practices.
• Handle requests such as billing inquiries, account changes, and product listings.
• Identify upselling or cross-selling opportunities when relevant.

Quality & Process Adherence

• Adhere to SLAs for response and resolution times.
• Maintain high standards in written communication (clarity, tone, accuracy).
• Follow internal scripts, workflows, and templates while adapting to customer needs.
• Document customer interactions accurately in the CRM system.

Collaboration & Feedback

• Coordinate with support agents, team leads, and cross-functional teams to resolve cases.
• Share feedback with product and operations teams about recurring issues and customer needs.
• Assist in testing new features, providing user experience insights.
• Report trends and common issues to management for process improvement.

Continuous Improvement

• Stay updated on product features, policy changes, and company updates.
• Support onboarding and training of new team members when needed.
• Adapt quickly to new tools, processes, and product features.
• Contribute to improving NPS and CSAT scores through excellent service delivery.

The Ideal Candidate Should Have:

• 1–2 years of experience in customer support or similar roles.
• Clear written communication for fast, professional, and empathetic responses.
• Strong active listening and tone adaptability.
• Empathy and patience in handling frustrated customers.
• Problem-solving mindset with ability to focus on solutions.
• Ability to handle multiple conversations simultaneously.
• Strong prioritization skills to meet SLAs and daily/weekly targets.
• English and Arabic fluency is required.

Nice to Haves:

• Familiarity with Google Workspace (Docs, Sheets, Slides).
• Data analysis or reporting skills.
• Presentation skills and multitasking ability.
• Additional languages.
• High emotional intelligence.

What You’ll Love About Us:

• 💻 Work from Anywhere: Enjoy the flexibility of remote work or join us in a hybrid setup. Your choice, your comfort.
• 💰 Competitive Compensation: We value your talent and offer packages that reflect it.
• 🤝 Collaborative Culture: Join a team where trust, transparency, and continuous learning are at the heart of everything we do.
• 💡 Make an Impact: Have ideas to make things better? Awesome. We’re all ears and ready to innovate.
• 🚀 Shape the Future of Fintech: Work on cutting-edge fintech solutions that impact thousands of users.