Customer Support Specialist
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Key skills for this role
Role Overview
The Customer Support Specialist helps customers throughout their journey and resolves product and technical issues.
The role supports coffee shop operators in understanding and using Qahwa confidently and effectively.
Key Skills for This Role
Full Job Posting
About Qahwa
Qahwa provides a unified operating system for modern coffee shops.
The platform combines point of sale, inventory, accounting, and reporting with AI for café operators.
Qahwa helps coffee businesses reduce fragmented tools and manual workflows.
Role Overview
The Customer Support Specialist helps customers throughout their journey and resolves product and technical issues.
The role supports coffee shop operators in understanding and using Qahwa confidently and effectively.
What You Will Do
- Serve as the primary support contact through various channels.
- Respond to customer questions and issues promptly, professionally, and empathetically.
- Troubleshoot product, POS, inventory, accounting, reporting, and operational issues.
- Guide customers through product features, workflows, and best practices.
- Diagnose issues, identify root causes, and provide effective solutions.
- Escalate complex issues and follow through until resolution.
- Maintain accurate records of customer interactions, issues, and resolutions.
- Follow up with customers to ensure issues are fully resolved.
- Identify recurring issues and share insights with internal teams.
- Gather customer feedback and communicate customer needs internally.
- Create support documentation, FAQs, and troubleshooting guides.
- Help improve support processes, response times, and customer experience.
What We Are Looking For
- At least 1 year of customer support or technical support experience in F&B Tech.
- Strong communication and relationship-building skills in both Arabic and English.
- Excellent troubleshooting, problem-solving, and analytical skills.
- A customer-first mindset with a genuine passion for helping people.
- Ability to explain technical or complex concepts simply.
- Strong organizational skills and attention to detail.
- Ability to manage multiple inquiries and prioritize issues effectively.
- Experience with POS systems, café operations, and SaaS products is a strong advantage.
- Comfort working in a fast-paced environment and adapting to changing priorities.
- Self-motivated, proactive, and committed to exceptional customer experiences.
Success Measures
Resolve customer issues quickly, accurately, and effectively.
Maintain high customer satisfaction and support quality.
Provide clear, professional, and empathetic communication.
Help customers use Qahwa confidently and gain value from the platform.
Identify recurring issues and contribute proactively to improvements.
Maintain strong response and resolution times without compromising quality.
Become a trusted support partner for coffee shop owners, managers, and operational teams.
Why Join Qahwa
- The company offers a competitive salary package.
- The role provides career growth opportunities in a rapidly expanding company.
- Qahwa develops products for a growing regional industry.
- The culture is collaborative, ambitious, and customer focused.
Our Culture
Qahwa values collaboration, ownership, and continuous improvement.
Team members have a voice, freedom to take initiative, and opportunities to make a meaningful impact.
The company celebrates achievements, learns from challenges, and supports team growth.
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