Customer Experience Associate

This is a fully remote position, open to applicants in Lebanon.

📋 Description

• Act as the main contact for buyers and sellers within the marketplace, addressing inquiries related to orders, account management, shipping, and live-stream functionalities.

• Provide compassionate, rapid support through chat, email, and specific helpdesk channels, ensuring an exceptional customer experience.

• Analyze and resolve marketplace transactional challenges, collaborating closely with internal operations, technology, and dispute-resolution teams.

• Empower sellers by assisting them in navigating basic platform features and troubleshooting any technical difficulties encountered before or during their live shows.

• Gather community insights and common user challenges, relaying trends to the product and marketing teams to enhance platform performance.

• Uphold trust and safety standards throughout the platform by monitoring and addressing flagged user reports or marketplace infractions.

⛳️ Requirements

• Full professional fluency in both English and Arabic is absolutely essential (written and spoken).

• Outstanding communication abilities, with a proven track record of delivering clarity, warmth, and professionalism across digital platforms.

• Naturally empathetic, demonstrating a remarkable capacity to remain patient and customer-oriented under pressure.

• Proven problem-solving capabilities with a proactive mindset toward addressing complex marketplace or customer inquiries.

• Highly organized, with the capability to manage multiple communication tools and internal systems at the same time.

• Previous experience in an e-commerce marketplace environment or a digital platform focused on creators.

• Practical experience with industry-standard Customer Support software (e.g., Zendesk, Intercom, Freshdesk, or similar helpdesk tools).

• A personal interest in or familiarity with social commerce, live streaming applications, or online marketplaces.

🏝️ Benefits

• A competitive compensation package.

• Significant ownership in a rapidly growing startup that is shaping the future of e-commerce in the MENA region.

• Opportunity for remote work (available for candidates based in Lebanon, Jordan, or Egypt).