Customer Service Executive

About the role

We are looking for a Customer Service Executive to build and lead the support function for a fast‑growing marketplace startup in the UAE. You will own the performance and quality of customer support, ensuring fast response times, high resolution standards and a consistent tone of voice across all buyer and seller interactions.

Key responsibilities

• Own day‑to‑day ticket flow across channels, design triage, prioritisation, escalation paths and manage sensitive cases such as disputes, refunds and payout questions.
• Build and maintain the support system: macros, tagging taxonomy, decision trees, playbooks and the Help Center knowledge base.
• Set up and optimise CS tooling (e.g., Zendesk or Freshdesk), automations and reporting.
• Establish a QA programme with ticket audits, coaching loops and agent scorecards, and feed insights back to product and operations.

Required profile

• Customer service leadership experience in marketplaces or high‑transaction environments.
• Strong judgement under pressure, empathetic and process‑driven.
• Hands‑on builder comfortable starting from zero and scaling the function.
• Arabic language skills and previous UAE experience preferred.

Required skills

• Zendesk
• Freshdesk
• Macros and tagging taxonomy
• Decision trees and support playbooks
• QA frameworks and ticket auditing

What we offer

• Salary: AED 5,000 per month
• Performance‑based bonus
• High‑ownership role shaping support quality and trust for the platform