Remote Customer Support Specialist

PulseMediaNL; Jeddah; On-site; SAR 60,000 - 80,000; Full time

Benefits offered by this job

Fully remote

Collaborative culture

Skills development

Onboarding & Training

Growth opportunities

Feedback-driven improvements

Job summary

PulseMediaNL is seeking a Customer Support Specialist for a fully remote role. You will respond to inquiries via email and live chat, troubleshoot issues, and guide customers with clear, concise steps.

The role emphasizes empathy, accuracy, and timely follow-up to ensure a positive customer experience. You will collaborate with operations, billing and sales teams while documenting interactions and identifying recurring questions to improve processes.

Qualifications

• Previous experience in customer service, customer support, help desk, or similar role.
• Excellent written and verbal communication skills.
• Strong problem-solving and critical-thinking abilities.
• Customer-focused attitude with patience and empathy.
• Attention to detail and accuracy.
• Ability to manage multiple requests and prioritize.
• Remote work readiness and independence.
• Comfort with learning new software and digital tools.
• Professional demeanor with challenging customers.

Responsibilities

• Respond to customer questions and support requests via email, live chat, and ticketing systems.
• Provide accurate information about products, services, policies and accounts.
• Own issues from initial contact to resolution when possible.
• Troubleshoot problems with clear step-by-step guidance.
• Handle complaints calmly with empathy and practical solutions.
• Escalate complex issues to appropriate internal teams.
• Document customer interactions and maintain up-to-date records.
• Collaborate with operations, billing, sales and other teams.
• Share feedback and recurring questions to improve processes.
• Contribute to FAQs and knowledge base improvements.

Skills

Empathy

Communication

Problem-solving

Ownership

Attention to detail

Adaptability

Time management

Teamwork

Resilience

Digital confidence

Tools

CRM

Ticketing system

Job description

PulseMediaNL is seeking a Customer Support Specialist for a fully remote role. You will respond to inquiries via email and live chat, troubleshoot issues, and guide customers with clear, concise steps.

The role emphasizes empathy, accuracy, and timely follow-up to ensure a positive customer experience. You will collaborate with operations, billing and sales teams while documenting interactions and identifying recurring questions to improve processes.