Customer Experience Specialist – Dubai

About the role

Fresha is seeking a Customer Experience Specialist to join its Dubai team. You will be the first point of contact for partners and their clients, handling support tickets across multiple channels and ensuring a seamless experience with Fresha’s AI‑powered beauty and wellness platform.

Key responsibilities

• Manage and resolve support tickets received via email, phone, live chat, social media, WhatsApp and SMS using Hubspot.
• Identify root causes of issues, flag recurring bugs and communicate trends to product teams.
• Provide consultative guidance to partners to maximise their use of the software and drive retention.
• Reproduce problems in a test account, test solutions and keep the test environment up‑to‑date.
• Maintain high performance by meeting SLA targets, KPI goals and supporting teammates.

Required profile

• Curious problem‑solver who digs to the root cause of issues.
• Passionate about delighting partners and delivering high‑quality written responses in English.
• Technical mindset comfortable navigating and explaining a multifaceted health‑and‑wellness SaaS product.
• Ability to work quickly in a fast‑changing environment and handle ambiguity.
• Positive, can‑do attitude and openness to feedback.

Required skills

• Hubspot ticketing system.
• Software testing and troubleshooting.