Customer Success Specialist

Deed; Dubai; On-site; AED 120,000 - 200,000; Full time

Job summary

A fractional property investment platform is looking for a Customer Success Specialist to support investors through onboarding and ongoing account management. The ideal candidate will have a Bachelor's degree and experience with CRM platforms like HubSpot and Intercom. Strong communication skills and fluency in both Arabic and English are essential. This role offers an opportunity to shape customer success processes in a dynamic environment.

Benefits

Career growth opportunities

Mission-driven impact

Collaborative work environment

Qualifications

• Proven hands-on experience with CRM/CS platforms including building workflows and ticketing.
• 2-3 years in a customer success or support role.
• Strong ability to design and implement customer success playbooks.

Responsibilities

• Guide new investors through onboarding and KYC.
• Serve as the first point of contact for investor inquiries.
• Monitor engagement to identify at-risk accounts.

Skills

Fluency in Arabic

Fluency in English

Excellent communication skills

Strong multitasking ability

Education

Bachelor's degree in Business or Communications

Tools

HubSpot

Intercom

Job description

About Deed

Deed is a cutting-edge fractional property investment platform on a mission to make prime real estate accessible to everyone. By simplifying fractional ownership, we empower investors to enjoy projected monthly rental income and potential long-term capital appreciation, without traditional property hassles. Our culture champions innovation, transparency, and collaboration, bringing together passionate professionals who believe in unlocking real estate opportunities for all. If you thrive in a fast-paced, mission-driven environment and love building scalable customer success processes, we’d love to meet you.

Job Overview

As a Customer Success Specialist, you’ll be the trusted guide for Deed investors, supporting them from sign-up to reinvestment while building the structures that scale our success function. Beyond daily support, you’ll design and refine playbooks, ticketing workflows, and escalation processes that ensure every investor has a seamless experience.

Fluency in both Arabic and English is preferred.

Key Responsibilities

Onboarding & Guidance

• Welcome new investors and guide them through account setup, KYC, wallet funding, first investments and reinvestment.
• Educate users on best practices for managing and tracking their portfolios on Deed.

Investor Support

• Serve as the first point of contact via Intercom, HubSpot, email, phone, or WhatsApp.
• Troubleshoot issues (logins, transactions, funding delays) and escalate to Product or Tech when needed.

Process & Playbook Building

• Design and maintain the CS playbook, including ticket routing, escalation paths, and response standards.
• Implement workflows in HubSpot/Intercom to streamline case handling and investor communication.
• Develop templates, macros, and automations that improve efficiency and consistency.

Advocacy & Feedback

• Identify recurring issues, feature requests, and pain points, sharing insights with Product and Growth.
• Relay investor stories and feedback that can shape product updates and marketing narratives.

Retention & Relationship Management

• Monitor engagement (logins, wallet activity, portfolio growth) to spot at-risk accounts.
• Drive re-engagement strategies and strengthen long-term investor trust.

Documentation & Resources

• Write and update help center articles, FAQs, and guides.
• Propose and implement process improvements to enhance onboarding and support.

Day-to-Day Activities

• Check daily new sign-ups and guide them through onboarding and KYC.
• Respond to inbound tickets, live chat, and WhatsApp messages promptly.
• Collaborate with Marketing to deliver investor-focused campaigns (e.g. property launches).
• Track and report on CSAT, NPS, and onboarding completion rates.
• Keep help resources updated as features or policies evolve.

Qualifications

Must-Have

• Bachelor’s degree in Business, Communications, or related field (or equivalent experience).
• Proven hands-on experience with HubSpot and Intercom (or similar CRM/CS platforms), including building workflows, ticketing, and routing rules.
• Demonstrated ability to design and implement customer success playbooks, escalation processes, and support structures.
• 2–3 years in a customer success, support, or client relationship management role.
• Fluency in both Arabic and English.
• Excellent communication skills with a calm, solutions-focused approach.
• Strong multitasking ability under pressure.

Nice-to-Have

• Background in real estate, finance, PropTech, FinTech, SaaS, or fractional investing platforms.
• Experience designing or optimizing CSAT/NPS and retention programs.
• Basic data analysis skills to interpret user engagement and churn risk.

What Success Looks Like

• Onboarding and KYC completion rates consistently improving.
• Playbooks, ticketing, and routing systems built and functioning efficiently.
• CSAT/NPS scores consistently high with minimal escalations.
• Increased wallet funding and reinvestment activity.
• Actionable investor feedback directly shaping product and marketing.

Why Join Us

• Mission-Driven Impact: Help democratize access to Dubai real estate and empower global investors.
• Career Growth: Build core CS processes in a scaling startup and take ownership of strategy.
• Creative Ownership: Freedom to experiment, refine, and optimize investor support.
• Collaborative Team: Partner with Growth, Product, and Marketing to drive impact across the business.