Support Specialist
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Key skills for this role
Role Overview
Serve as the human face of the platform for members by answering questions, resolving problems, and helping micro-business owners get unstuck.
Support the pilot cohort and continue supporting members through public launch.
Key Skills for This Role
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About Abdul Latif Jameel
Abdul Latif Jameel is a global investor with businesses across mobility, energy, environmental services, financial services, health, real estate, logistics, electronics retail, and media.
The company has a presence in more than 35 countries and employs people from more than 85 nationalities.
About the Job
Serve as the human face of the platform for members by answering questions, resolving problems, and helping micro-business owners get unstuck.
Support the pilot cohort and continue supporting members through public launch.
Key Responsibilities
- Handle member questions and issues across support channels in Arabic, from onboarding to billing.
- Support pilot members through registration, onboarding, and first use of the platform.
- Track, categorize, and escalate issues, then close the loop with members when resolved.
- Feed recurring member problems back to the team as product and content improvement input.
- Maintain help content and answers to common questions.
- Monitor support volume and response times as the member base grows.
Qualifications and Experience
- At least 2 years of experience in customer support, member success, or a similar member-facing role.
- Excellent written and spoken Arabic and professional English.
- Patient, clear communicator comfortable supporting users with varying digital confidence.
- Experience supporting a digital product or SME audience is an advantage.
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