Customer Support Agent

We are partnering with a high-potential marketplace startup in the UAE to build their founding team.

At Uplift we work closely with our clients not only to fill roles but to shape the core teams that will define their success. These positions are part of the initial leadership layer offering a rare opportunity to join at an early stage and directly influence how the business product and customer experience are built from the ground up.

THE ROLE

You will own customer support performance and quality building a scalable support operation with strong response SLAs resolution quality and consistent policies tightly connected to operations and product. You will be the voice of Closet Crush for our buyers and sellers and a key guardian of trust on the platform.

KEY RESPONSIBILITIES

1. Own the Customer Support Function

• Own day-to-day ticket flow across channels; hit response and resolution SLAs
• Design workflows: triage prioritisation escalation paths and handoffs with CX and Tech
• Manage sensitive cases: disputes lost/damaged shipments refunds/chargebacks and payout questions
• Ensure a consistent tone of voice and customer trust across every interaction

2. Knowledge Policies & Tooling Build the System

• Build macros tagging taxonomy decision trees and support playbooks
• Own Help Center / knowledge base upkeep with the CX Lead: FAQs policies and how-to guides
• Set up the tooling baseline (Zendesk Freshdesk or similar) automations and reporting

3. Quality & Continuous Improvement Raise the Bar Weekly

• Establish a QA programme: ticket audits coaching loops calibrations and agent scorecards
• Track top contact drivers and repeat contacts; push fixes into product and operations
• Build the hiring and training plan as volume scales: onboarding scripts competency framework

WHAT WERE LOOKING FOR

• Customer service leadership experience in marketplaces or high-transaction environments
• Strong judgement under pressure; empathetic and process-driven
• Experience setting up CS tooling and QA frameworks
• Hands-on builder comfortable starting from zero and scaling
• Arabic language skills and previous UAE experience preferred

COMPENSATION & DETAILS

• Salary: AED 5000 / month
• Bonus: Performance-based
• High ownership role defining support quality and trust for the platform
• Candidate must hold their own UAE visa

Employment Type : Full Time
Experience: years
Vacancy: 1