Customer Support

• Carry1st is building the dominant commerce platform for Africa and the Middle East, helping global brands unlock hard-to-reach markets by enabling local payments, boosting digital sales, and simplifying settlements across 19 core African markets.
• As a Customer Service Associate for our Arabic-speaking markets, you'll be the primary point of contact for our users, ensuring their inquiries and technical issues are resolved with precision.
• You will act as a bridge between our customers and internal departments; escalating complex cases to the appropriate teams while collaborating with the wider CS department to refine workflows and drive operational excellence.

Customer Service Associate, Arabic-Speaking

• Driving Core Reporting: Execute and deliver daily, weekly, and monthly reports covering key customer service metrics, order fulfillment statuses, and evolving KPIs to support shifting business needs.
• Data Processing & Automation: Extract, analyze, and process complex datasets from SAP and Salesforce.
• You will leverage advanced Excel capabilities (Power Query/Power Pivot) alongside light VBA or Office Scripts to automate tasks and extractions (like SAPGUI).
• Workflow & Ticket Management: Oversee and optimize mini ticketing systems to handle internal operational requests.
• You will build and manage these workflows utilizing Smartsheet, SharePoint lists, or Microsoft Power Apps.
• Cross-Functional Support: Act as a trusted data partner to CS, Back-Office, and Commercial stakeholders, ensuring they have accurate and timely information.
• Agile Problem Solving: Field and fulfill ad-hoc data requests and occasional dashboard development with precision as they arise.

Customer Support, Automation Specialist, Operations Analyst I

• Lead, coach, and hold accountable a customer support team delivering high-quality service across chat, email, and ticketing.
• Own SLAs end-to-end, monitor targets, and close gaps when they slip.
• Take ownership of escalations to resolve and understand why they occurred.
• Track metrics like CSAT, FRT, FCR, resolution time, SLA adherence, escalation rate, and backlog.
• Design and refine support workflows, ticket routing, and escalation paths while identifying inefficiencies.
• Build and maintain an accurate knowledge base and implement a QA process for team responses.
• Deploy AI tools to improve interaction speed and quality, monitoring AI performance for accuracy.

See all jobs on JobTailor

Customer Service Associate, Arabic-Speaking

Customer Support, Automation Specialist, Operations Analyst I

Customer Support Manager