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Senior Customer Support Specialist
Job in
Jeddah, Saudi Arabia
Listed on 2026-11-04
Listing for:
Match | ماتش
Full Time
position Listed on 2026-11-04
Job specializations:
-
Customer Service/HelpDesk
Customer Service Rep, Customer Success Management, HelpDesk/Support, Client Relationship Management
Job Description & How to Apply Below
Lead customer support and customer experience operations across all brands, ensuring high service quality, effective complaint resolution, and continuous improvement of customer satisfaction. Oversee NDR and Win-Back processes while leading and coaching the Customer Experience team.
Key Responsibilities- Lead and coach Customer Experience Officers.
- Monitor service quality, response times, and team performance.
- Handle escalated complaints and ensure effective resolution.
- Own and improve customer support, NDR, and Win-Back processes.
- Coordinate with Operations, couriers, and fulfillment teams to resolve delivery issues.
- Analyze customer feedback and identify areas for improvement.
- Track customer support KPIs and prepare regular performance reports.
- Collaborate with Commercial and Platform teams to enhance the customer journey.
- Bachelor's degree in Business Administration, Marketing, or a related field.
- Minimum 5 years of experience in Customer Support or Customer Experience, preferably in E-Commerce or Retail.
- At least 2 years of team leadership experience.
- Experience with Salla, CRM, and Helpdesk platforms.
- Strong leadership, analytical, communication, and problem-solving skills.
Position Requirements
10+ Years
work experience
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