Customer Experience (CX Associate)

Job Summary

As a Customer Experience (CX) Associate at Lola, you will be the voice of the brand and a key driver of customer satisfaction across our digital cake customization platform. Your role is to ensure a smooth, delightful, and consistent experience for customers from order creation to delivery. You will actively support customers, resolve concerns, and collaborate with internal teams and bakery branches across the GCC in a fast-paced, expanding environment.

Key Responsibilities

• Deliver exceptional end-to-end customer experience across the Lola app, phone, live chat, and WhatsApp
• Guide customers through cake customization options, order placement, changes, and special requests
• Proactively manage customer expectations regarding preparation timelines, delivery schedules, and product availability
• Resolve customer issues related to orders, payments, delivery, or app functionality with empathy and efficiency
• Coordinate closely with bakery branches and operations teams across Bahrain, KSA, UAE, and Qatar to ensure order accuracy and timely fulfillment
• Monitor live orders and take full ownership of customer issues until resolution
• Capture customer feedback and identify recurring issues or experience gaps
• Escalate urgent or complex cases when needed while maintaining clear and reassuring communication with customers
• Maintain accurate documentation of customer interactions, actions taken, and resolutions
• Support new market launches, process updates, and service enhancements during periods of rapid expansion
• Act as a brand ambassador by consistently reflecting Lola’s tone of voice, quality standards, and customer-first mindset

Skills and Qualifications

• Strong communication skills with a warm, empathetic, and solution-oriented approach
• Ability to multitask, prioritize, and stay organized in a fast-moving environment
• Strong problem-solving and decision-making abilities
• Fluency in Arabic and English (spoken and written)

Preferred Experience

• Previous experience in customer experience, customer support, e-commerce, food delivery, or app-based platforms
• Strong understanding of customer expectations in the GCC region
• Experience working in a startup or high-growth environment

Employment Type

Full-time

Why Join Lola?

• Be part of a customer-obsessed brand redefining cake customization in the GCC
• Work in a dynamic, fast-paced, and collaborative environment
• Opportunity to grow with a rapidly expanding startup across multiple markets