Customer Support & Live Operations Specialist📣 إعلان

About LIVSHO

LIVSHO operates a live-commerce marketplace that connects collectors, sellers, and retailers across the GCC region. The platform facilitates the discovery of collectibles, interaction with sellers, and community building through live shows and auctions. LIVSHO is expanding its full-time team in Jeddah to enhance seller success and improve the buyer experience.

The Role of Customer Support & Live Operations Specialist

This full-time role, based in Jeddah or Makkah, involves supporting LIVSHO users with daily inquiries, order-related issues, and live-show activities. The position combines customer support responsibilities with live moderation and seller guidance, operating within a team structure with established escalation procedures. It requires patience, precise written communication, and the ability to discern when an issue necessitates involvement from operations, payments, or technology teams.

Key Responsibilities

• Respond to user questions, guiding buyers and sellers on accounts, bidding, payments, orders, and platform features using approved information.
• Resolve order issues by investigating delivery and status inquiries, gathering necessary details, and coordinating follow-up without making unsupported commitments.
• Support live activity by monitoring assigned shows, consistently applying community rules, and promptly escalating suspicious behavior or serious incidents.
• Assist with seller onboarding by explaining routine setup steps and common workflows, and routing approval or commercial questions to the appropriate team.
• Manage cases meticulously, maintaining clear notes, accurate categories, and defined next actions to ensure seamless handovers without users needing to repeat information.
• Handle complaints professionally by acknowledging concerns, explaining available next steps, and adhering to agreed refund, dispute, and escalation procedures.
• Improve shared knowledge by flagging unclear help content and recurring questions, and contributing practical updates to the support knowledge base.
• Collaborate as part of a shift team, communicating outstanding issues during handovers and coordinating with colleagues during busy live-show periods.

Performance Metrics

Success in this role is measured by accurate resolutions, quality-review results, response and resolution times, appropriate escalation practices, customer satisfaction, and a reduction in avoidable repeat contacts.

Work Environment and Development

The role is full-time and based in Makkah, specifically in Jeddah or Makkah. It offers an opportunity to understand the operations of a live marketplace, develop practical customer support and operations skills, and contribute daily to a community of buyers and sellers.