Customer Support Agent

Uplift People Consulting; Dubai; On-site; AED 51,000 - 61,000; Full time

Benefits offered by this job

Performance-based bonus

Job summary

Uplift People Consulting seeks a Customer Support Lead for a UAE-based marketplace startup. You will own the Customer Support function, build scalable processes, and ensure high-quality, trustful interactions across buyers and sellers. You will design workflows, tooling, and a QA system to raise the bar as volume grows.

Arabic language skills and UAE experience are preferred. This is a leadership role with high ownership and a performance-based bonus, requiring a UAE visa holder for the role.

Qualifications

• Customer service leadership 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 UAE experience preferred.

Responsibilities

• 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 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.
• 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.

Skills

Customer service leadership

Marketplace experience

Arabic language

UAE experience

CS tooling

QA frameworks

Hands-on builder

Tools

Zendesk

Freshdesk

Job description

We are partnering with ahigh-potential marketplace startup in the UAE to build their founding team.Our partneris a taste-driven style exchange platform where people discover, share, and pass forward the things they love — curated by real people with a genuine point of view. We're building the infrastructure for that exchange to happen seamlessly, at scale, across MENA. This is not a role you inherit; it's one you build.

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 WE'RE 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 5,000 / month
• Bonus: Performance-based
• High ownership role defining support quality and trust for the platform
• Candidate must hold their own UAE visa