Customer Support Agent

We are partnering with a high-potential marketplace startup in the UAE to build their founding team. At Uplift, we work closely with our clients not only to fill roles but to shape the core teams that will define their success. These positions are part of the initial leadership layer, offering a rare opportunity to join at an early stage and directly influence how the business, product, and customer experience are built from the ground up. THE ROLE You will own customer support performance and quality building a scalable support operation with strong response SLAs, resolution quality, and consistent policies, tightly connected to operations and product. You will be the voice of Closet Crush for our buyers and sellers, and a key guardian of trust on the platform. KEY RESPONSIBILITIES • Own the Customer Support Function Own day-to-day ticket flow across channels; hit response and resolution SLAs Design workflows: triage, prioritisation, escalation paths, and handoffs with CX and Tech Manage sensitive cases: disputes, lost/damaged shipments, refunds/chargebacks, and payout questions Ensure a consistent tone of voice and customer trust across every interaction • Knowledge, Policies & Tooling Build the System Build macros, tagging taxonomy, decision trees, and support playbooks Own Help Center / knowledge base upkeep with the CX Lead: FAQs, policies, and how-to guides Set up the tooling baseline (Zendesk, Freshdesk or similar), automations, and reporting • Quality & Continuous Improvement Raise the Bar Weekly Establish a QA programme: ticket audits, coaching loops, calibrations, and agent scorecards Track top contact drivers and repeat contacts; push fixes into product and operations Build the hiring and training plan as volume scales: onboarding, scripts, competency framework WHAT WE'RE LOOKING FOR Customer service leadership experience in marketplaces or high-transaction environments Strong judgement under pressure; empathetic and process-driven Experience setting up CS tooling and QA frameworks Hands-on builder, comfortable starting from zero and scaling Arabic language skills and previous UAE experience preferred