Customer Support Agent (Remote)

Bayzat; Ras Al Khaimah; Híbrido; AED 78.000 - 134.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Remote and hybrid options

Flexible hours

Collaborative culture

Descripción de la vacante

Bayzat is seeking a Customer Support Agent for its SaaS health insurance platform. You will onboard new customers, document every interaction, and translate complex issues into simple answers in both Arabic and English.

You’ll handle inquiries across multiple channels and escalate recurring problems to the product team. Ideal candidates have 2–4 years of SaaS support experience, strong communication skills, and familiarity with CRM/ticketing systems.

Formación

• Experience in customer or technical support in SaaS or health insurance environments.
• Excellent written and verbal communication in English and Arabic.
• Strong problem-solving and analytical skills with independent troubleshooting ability.
• Familiarity with AI tools to draft responses while verifying output before reaching customers.

Responsabilidades

• Provide customer support across phone, email, chat and WhatsApp.
• Respond to inquiries and troubleshoot issues per guidelines.
• Document interactions and resolutions in the CRM system.
• Collaborate with product, sales and other teams to resolve concerns.
• Onboard and train new customers on the SaaS platform and health insurance features.
• Stay updated on product changes and industry trends to assist customers effectively.
• Identify recurring issues and suggest long-term improvements to the product team.
• Contribute to knowledge base and self-service improvements.

Conocimientos

Customer support

Arabic & English communication

Problem-solving

AI drafting tools

Empathy

multitasking

Educación

High school diploma or equivalent

Bachelor’s degree preferred

Herramientas

CRM software

Help desk / ticketing system

Descripción del empleo

Who We Are

Bayzat is at the forefront of transforming workplaces through innovative solutions in HR, Payroll, Finance, and Insurance. Renowned as a leading SaaS platform for employee benefits and a key player in the Insurance sector, we are committed to our mission: empower every company to create a remarkable workplace by supercharging people processes and payments.

Who We Are

Bayzat is at the forefront of transforming workplaces through innovative solutions in HR, Payroll, Finance, and Insurance. Renowned as a leading SaaS platform for employee benefits and a key player in the Insurance sector, we are committed to our mission: empower every company to create a remarkable workplace by supercharging people processes and payments. As one of the MENA region's fastest-growing Scale-Ups, Bayzat is celebrated for its innovative product offerings, backed by over 300 team members from 35+ nationalities. Recognized by Forbes as a promising UAE-based startup and supported by leading VCs like Mubadala and Point72 Ventures, we are among the best-funded HRTech scale-ups in the region. At Bayzat, culture is paramount. We are a principle-driven, merit-based organization where authenticity, collaboration, and unpretentiousness thrive. Joining Bayzat means immersing yourself in an environment of high achievers, tackling complex challenges, and constantly striving for success. Our culture inspires continuous learning and excellence, allowing you to work with and be inspired by some of the brightest minds in the industry. Our journey to success is anchored in our commitment to innovation, empowering businesses with features designed to optimize efficiency and elevate employee experiences. Whether enhancing people processes, streamlining payments, or enabling smarter decisions, Bayzat is redefining what it means to create a truly remarkable workplace.

About The Role

The Customer Support Agent role is a customer-centric problem solver responsible for supporting users of our SaaS health insurance platform. This role requires excellent Arabic and English communication skills, comfort with CRM and ticketing systems, and a talent for turning complex issues into simple answers. The specialist will onboard new customers, document every interaction, and flag recurring problems to the product team.

Some High-impact Responsibilities You Will Be Entrusted With

• Provide exceptional customer support through various channels including phone, email, chat and WhatsApp, ensuring a high level of customer satisfaction.
• Respond promptly and accurately to customer inquiries, troubleshooting software issues and providing appropriate resolutions in accordance with established guidelines.
• Document and track customer interactions, issues and resolutions using our internal CRM system.
• Collaborate with cross-functional teams including product development and sales to ensure smooth communication and effective resolution of customer concerns.
• Develop a comprehensive understanding of our SaaS platform and health insurance offerings to effectively support customer needs.
• Keep abreast of product updates, industry trends and emerging technologies to provide informed assistance to customers.
• Identify recurring customer issues and collaborate with the product development team to implement long-term solutions and improve the customer experience.
• Contribute to the continuous improvement of support processes, knowledge base articles and documentation to enhance efficiency and self-service options.
• Assist with onboarding and training new customers on our software platform, ensuring they have a seamless transition and understanding of our features and functionalities.
• Demonstrate a high level of professionalism, empathy and patience when interacting with customers, understanding and addressing their individual needs and concerns.

What You Will Need To Have

• Previous experience in a customer support or technical support role, preferably in a SaaS or health insurance environment.
• Excellent communication skills, both written and verbal, with the ability to explain complex concepts in a clear and concise manner.
• Strong problem-solving and analytical skills, with the ability to identify patterns and troubleshoot technical issues independently.
• Proficiency with AI tools to draft responses, summarize cases and speed up troubleshooting, paired with the judgment to verify output before it reaches a customer.
• Empathy and a customer-centric approach, with a commitment to delivering exceptional service.
• Ability to multitask and prioritize tasks in a fast-paced environment while maintaining attention to detail.
• Familiarity with CRM software and support ticketing systems is preferred.
• Knowledge of the healthcare industry, health insurance or medical terminology is an asset.
• Availability to work flexible hours, including occasional weekends and evenings, to support customer needs.
• A team player who thrives in a collaborative and supportive environment.
• Minimum educational requirement: High school diploma or equivalent. Bachelor's degree in a relevant field is preferred.
• Minimum 2-4 Years of Experience within the same field
• Fluent in Arabic.

What's In It For You

At Bayzat, we don't sell beanbags or buzzwords as culture — we build an environment where high achievers thrive. You'll work alongside some of the hungriest, most driven people you'll ever meet, in a place that rewards performance, not politics.

Here's What You Can Expect

• Meritocracy at its core: Your value creation and impact define your growth, not titles or tenure.
• Freedom to shape your path: We support cross-functional moves and growth transitions when you drive value.
• Real feedback culture: Feedback is coaching - empowering you to find your own answers and elevate your game.
• Barrier-free collaboration: Impact matters more than hierarchy. If you can create value, you'll have a seat at the table — even with the CEO.
• Accelerated growth: Fast-track opportunities for top performers; no artificial limits.
• Flexible work setup: Remote and hybrid options designed around performance.
• Inclusive culture: Regular company-wide all-hands, OKR tribe meetings, and annual awards that celebrate real impact.

This isn't for everyone — but if you want to be pushed, inspired, and rewarded for what you deliver, welcome to Bayzat.