Customer Care Engineer

DiliTrust; Dubai; Hybrid; AED 100,000 - 140,000; Full time

Job summary

A leading legal tech firm in Dubai is seeking a skilled customer support professional with 5 to 8 years of experience. The ideal candidate will excel in customer satisfaction and be proficient in English and Arabic. This role involves analyzing customer requests and ensuring quality in ticket handling while collaborating with a multicultural team. The firm values innovation and offers a stimulating workplace with a balance between onsite and remote work. Join us in this exciting journey in the legal tech revolution.

Benefits

Meal vouchers/company restaurant

Profit-sharing bonus

Company nursery

Telecommuting options

Access to gym and other services

Qualifications

• 5 to 8 years of experience in customer support.
• Excellent proficiency in English and Arabic (written/oral).
• Good interpersonal skills and comfort with clients.
• Genuine interest in customer satisfaction.
• Curiosity to discover new functional areas.

Responsibilities

• Analyze, qualify, and respond to all functional or technical customer requests.
• Ensure precise follow-up and adapt communication internally and with the client.
• Guarantee overall quality in ticket handling through regular checks.
• Develop expertise in product business and security.
• Participate in functionality testing and contribute to team structuring.

Skills

Customer satisfaction

Excellent proficiency in English and Arabic

Good interpersonal skills

Listening skills

Autonomy and rigour

Curiosity for new technologies

Job description

Are you ready to join the Legal Tech revolution

As a leading SaaS publisher in Europe DiliTrust is transforming legal departments worldwide with cutting-edge technology.

Our impact: From general assembly reports to AI-assisted contract lifecycle management our teams across France Spain Italy Canada Mexico and the MEA region are the driving force behind our global success. We are proud to provide daily support to 2400 clients in 64 countries with 80% being large companies listed on major markets in Europe North America and the Middle East.

Our ambition: To be the first French legal tech company to achieve unicorn status with a valuation exceeding one billion euros.

Our commitment: DiliTrust is recognized for offering a positive and stimulating work environment. We are proud to have been awarded the Happy at Work and Tech at Work labels since 2019.

What will you find at DiliTrust

Innovation: Being at the forefront of legal tech advancements. Global impact: Collaborating with diverse teams in an international and multicultural context. Career development: Growing within the future unicorn of legal technology. Stimulating workplace: Experience the positive Happy at Work environment.

Your missions

Integrated into the Customer Care / Product Support team your role will be to:

Analyze qualify and respond to all functional or technical customer requests; Ensure precise follow-up and adapt communication internally and with the client; Guarantee overall quality in ticket handling through regular checks; Master the internal tools used for ticket tracking; Support internal requests related to our solution and its ecosystem; Develop expertise in product business and security; Understand the technical challenges surrounding the DiliTrust universe; Participate in functionality testing; Contribute to structuring the team and the Customer Success department; Be involved in the escalation process; Assist the regional manager.

Ideal profile

5 to 8 years of experience in customer support; Excellent proficiency in English and Arabic (written/oral); Good interpersonal skills and are comfortable with clients and on the phone; A genuine interest in customer satisfaction; Good listening skills autonomy and rigour; Curiosity to discover new functional areas and openness to new technologies. Finally you are ambitious and wish to join a human adventure above all!

Recruitment process

• Talent Acquisition Interview
• Manager Interview
• Chief Customer Officer Interview

What we offer

Join a fast-growing company in an international and caring environment (offices in France Italy Spain Canada as well as Dubai and Mexico); Our Telecommuting Charter guarantees you can find your balance between Onsite and Remote; Premises in the heart of La Dfense with access to services such as: gym hairdresser concierge laundry... Finally all the daily benefits such as CSE meal vouchers/company restaurant profit-sharing bonus company nursery... More info:

Location: Dubai

Seniority: 5 years

Contract type: Permanent / Full time

Job reference:

Posting date: 03/06/2025

Required Experience:

Unclear Seniority

DiliTrust is a socially responsible company committed to the diversity of its teams and strives to promote professional equality at all levels.