Customer Support Agent

Client of Uplift People Consulting; Dubai; On-site; AED 90,000 - 130,000; Full time

Job summary

Closet Crush, a UAE-based marketplace, is seeking a Customer Support Leader to own and scale the support function, ensuring fast response, quality resolution, and a trusted experience for buyers and sellers.

You will build workflows, lead day-to-day ticket flow, and align CX with operations and product. Arabic language skills and UAE experience are preferred as we shape a scalable support operation from the ground up.

Qualifications

• Customer service leadership in marketplaces or high-transaction environments.
• Experience setting up CS tooling and QA frameworks.
• Hands-on builder, able to start from zero and scale operations.
• Arabic language skills and UAE experience preferred.

Responsibilities

• 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
• Build the System: 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
• Raise the Bar Weekly: 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

Skills

Customer service leadership

CS tooling setup

Quality assurance

Multichannel support

Arabic language

Tools

Zendesk

Freshdesk

Job description

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

Own the Customer Support FunctionOwn day-to-day ticket flow across channels hit response and resolution SLAsDesign workflows triage prioritisation escalation paths and handoffs with CX and TechManage sensitive cases disputes lost damaged shipments refunds chargebacks and payout questionsEnsure a consistent tone of voice and customer trust across every interactionKnowledge Policies amp ToolingBuild the SystemBuild macros tagging taxonomy decision trees and support playbooksOwn Help Center knowledge base upkeep with the CX Lead FAQs policies and how-to guidesSet up the tooling baseline Zendesk Freshdesk or similar automations and reportingQuality amp Continuous ImprovementRaise the Bar WeeklyEstablish a QA programme ticket audits coaching loops calibrations and agent scorecardsTrack top contact drivers and repeat contacts push fixes into product and operationsBuild the hiring and training plan as volume scales onboarding scripts competency framework

WHAT WE'RE LOOKING FOR

Customer service leadership experience in marketplaces or high-transaction environmentsStrong judgement under pressure; empathetic and process-drivenExperience setting up CS tooling and QA frameworksHands-on builder, comfortable starting from zero and scalingArabic language skills and previous UAE experience preferred