Customer Support Associate

At Penny, we are dedicated to ensuring our customers achieve their goals and gain maximum value from our product, especially as it relates to their core business processes. We are looking for an enthusiastic and client-focused Customer Support Associate to join our team. In this role, you will be on the front lines, supporting our customers daily, guiding them through their journey, and ensuring they have a positive, seamless experience. You will report to the Customer Support Specialist and play a key role in customer retention and satisfaction.

Role Responsibilities:What You’ll Do

As a Customer Success Specialist, your primary focus will be on day-to-day customer support, engagement, and operational efficiency, with a specific lens on how our product supports their procurement-related objectives.

• Provide end-to-end support to the customer by identifying, understanding and resolving customer pain points and system related issues.
• Support and stay updated on new system features, releases, and enhancements to effectively assist customers.
• Lead customer onboarding activities, including understanding client requirements, system workflows, and guiding customers through platform setup and usage.
• Act as a liaison between customers and the development team by clearly communicating issues, tracking progress and ensuring timely resolution.
• Troubleshoot and document technical and functional issues, escalating when necessary while maintaining clear communication with customers.
• Maintain strong relationships with customers by delivering timely responses and proactive support.
• Collaborate cross-functionally with product, engineering, and internal stakeholders to improve system usability and customer experience.
• Contribute to process improvements, documentation, and support best practices.

Role Requirements:

What You Need to Succeed

• Experience: Minimum of 2-3 years of experience in a customer-facing role such as Customer Support, or Technical Support, preferably within a SaaS environment.
• Education: Associate’s or Bachelor’s degree in a relevant field (Business, Marketing, Supply Chain/Procurement is a plus).
• Language Skills: Fluent in both Arabic and English, with excellent written and verbal communication skills in both languages to interact confidently with clients.
• Customer-First Mindset: A genuine passion for helping customers and a strong commitment to providing an excellent experience.
• Communication Skills: Exceptional communication, presentation, and interpersonal skills with the ability to build rapport quickly.
• Problem-Solving: Proven ability to troubleshoot and solve basic to intermediate customer issues efficiently and accurately.
• Nice to have: Familiarity with SaaS platforms, CRM systems, and customer success tools such as Jira, Confluence, and Hotjar.

Job Type: Permanent

Work Location: In person