Serve as the primary point of contact for buyers and sellers on the marketplace, resolving inquiries related to orders, account management, shipping, and live-stream features.
Deliver empathetic, fast-paced support via chat, email, and designated helpdesk channels, ensuring a world-class customer experience.
Investigate and resolve marketplace transactional issues, coordinating closely with internal operations, tech, and dispute-resolution teams.
Empower sellers by guiding them through basic platform functionalities and troubleshooting technical issues they may experience before or during their live shows.
Capture community feedback and common user pain points, reporting trends back to the product and marketing teams to fuel platform improvements.
Maintain trust and safety standards across the platform by monitoring and acting on flagged user reports or marketplace violations.

Full professional fluency in both English and Arabic is 100% mandatory (written and spoken).
Exceptional communication skills, with a proven ability to convey clarity, warmth, and professionalism across digital channels.
Strong natural empathy and an outstanding ability to remain patient and customer-focused under pressure.
Demonstrated problem-solving skills with a proactive approach to identifying solutions for complex marketplace or customer inquiries.
Highly organized with the ability to navigate multiple communication tools and internal systems simultaneously.
Prior experience working in an e-commerce marketplace setting or creator-focused digital platform.
Hands-on experience working with industry-standard Customer Support software (e.g., Zendesk, Intercom, Freshdesk, or similar helpdesk tools).
Personal passion for or familiarity with social commerce, live streaming apps, or online marketplaces.

A competitive package.
Meaningful ownership in a hyper-growth startup shaping the future of MENA e-commerce.
Remote work (Based in Lebanon, Jordan, or Egypt).

Customer Experience Associate

Key skills