CX Escalation Specialist

SOUM; United States; Remote; USD 35,000 - 55,000; Full time

Job summary

Soum is seeking a proactive Customer Support Specialist to own tickets from creation to resolution, ensuring timely, accurate, and professional handling of every case. You will communicate clearly in Arabic and English and collaborate with internal teams to deliver the best possible customer experience.

You will triage issues, log tickets with precise categories, use the knowledge base, and escalate only when needed, while maintaining a consistent, courteous tone under time pressure.

Qualifications

• 1 to 3 years in customer support, operations, or marketplace support.
• Fluent in Arabic and working English, written and spoken.
• Comfortable working across multiple systems within a single case.
• Writes clearly and briefly under time pressure.
• Accountability mindset: owns the outcome, not the reply.
• Willingness to work rotational shifts, including weekends, as required

Responsibilities

• Own customer support tickets from creation through resolution, ensuring timely, accurate handling.
• Resolve issues by using the knowledge base, order data, and self-service actions.
• Log every ticket with accurate category, subject, and resolution notes.
• Trigger refund and reverse payment flows where applicable.
• Escalate only when within Tier 1 authority with documented attempts.
• Close the loop with the customer on the original channel before marking resolved.
• Flag repeat issues to the Team Lead for root-cause analysis.
• Maintain accuracy and tone standards in every written response, in Arabic and English.

Skills

Bilingual Arabic English

Customer support

Ticketing systems

Clear communication

Time management

Job description

About Us:

Soum is on a mission to revolutionise e-commerce in the MENA region and beyond by building the most convenient and trustworthy re-commerce marketplace in the region. We're reshaping how C2C marketplaces operate, making buying and selling second-hand products seamless and reliable. Since our launch in July 2021, Soum has become one of the fastest-growing startups in the region, achieving rapid expansion in both our team and product offerings. In recognition of our impact and growth, we are proud to have been named one of the Top 10 LinkedIn Startups in Saudi Arabia for 2024.

Job Overview

Own customer support tickets from creation through resolution, ensuring timely, accurate, and professional handling of every case. Deliver high-quality support by resolving customer issues efficiently, maintaining clear communication throughout the process, documenting interactions accurately, and collaborating with internal teams when escalation is required to provide the best possible customer experience.

Role & Responsibilities:

• Pick up unassigned tickets from the queue within the assignment SLA and take full ownership until closure.

• Resolve buyer and seller issues at first contact using the knowledge base, order data in the internal system, and available self-service actions.

• Log every ticket with accurate category, subject, and resolution notes so reporting stays clean and root causes remain traceable.

• Trigger auto-refund and reverse payment flows for the four defined scenarios without escalating.

• Escalate only when the issue falls outside Tier 1 authority, and only with a documented resolution attempt attached.

• Close the loop with the customer on the original channel before marking a ticket resolved.

• Flag repeat issues and knowledge gaps to the Team Lead so the root cause reaches the owning team.

• Maintain accuracy and tone standards in every written response, in both Arabic and English.

Requirements:

• 1 to 3 years in customer support, operations, or marketplace support.

• Fluent in Arabic and working English, written and spoken.

• Comfortable working across multiple systems within a single case.

• Writes clearly and briefly under time pressure.

• Accountability mindset: owns the outcome, not the reply.

• Willingness to work rotational shifts, including weekends, as required