Senior Customer Support Specialist

About the Role

Match is seeking a Senior Customer Support Specialist to lead customer support and customer experience operations across all brands. This full-time position is based in Jeddah, Makkah, Saudi Arabia, and requires 5-10 years of relevant experience. The specialist will ensure high service quality, effective complaint resolution, and continuous improvement of customer satisfaction.

Role Overview

The Senior Customer Support Specialist will oversee Non-Delivery Rate (NDR) and Win-Back processes while leading and coaching the Customer Experience team. This role is central to enhancing the overall customer journey and maintaining service excellence within the company's operations.

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.

Qualifications and Experience

• Bachelor's degree in Business Administration, Marketing, or a related field.
• Minimum of 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.

Required Skills

• Strong leadership abilities.
• Analytical and problem-solving skills.
• Effective communication skills.
• Fluency in both Arabic and English.

Application Process

Interested candidates are encouraged to apply for this full-time position in Jeddah, Makkah. Salary details will be discussed during the interview process.