Customer Support Analyst

**Customer Support Analyst** **Location:** Doha, Qatar **Company:** KARTY **Function:** Customer Support / Operations **About the Role** KARTY is looking for a Customer Support Analyst to join our team and provide high\-quality support to our customers across multiple channels. You will be responsible for responding to customer queries through email, in\-app chat, and occasionally phone calls, helping customers resolve issues related to their KARTY account, cards, payments, transactions, and other services. We are looking for someone who is customer\-focused, communicates clearly, takes ownership of issues, and is comfortable working in a fast\-paced fintech environment. **Key Responsibilities** * Respond to customer queries through email and in\-app chat, with occasional support through phone calls. * Assist customers with queries related to their accounts, cards, payments, transactions, refunds, card controls, and other KARTY services. * Investigate customer issues and coordinate with internal teams where further investigation or resolution is required. * Take ownership of customer cases from initial contact through to resolution. * Ensure customer queries are responded to within defined SLAs and service standards. * Maintain accurate records of customer interactions, complaints, escalations, and resolutions. * Identify recurring customer issues and share insights with Product, Operations, Compliance, and Technology teams. * Escalate complaints, transaction disputes, fraud\-related concerns, or other sensitive cases through the appropriate internal processes. * Communicate with customers in a clear, professional, empathetic, and solution\-oriented manner. * Support the continuous improvement of FAQs, customer support templates, processes, and knowledge\-base content. **Requirements** * Prior experience in a Customer Support, Customer Service, Contact Centre, or Customer Experience role. * Excellent verbal and written communication skills. * Arabic and English * Comfortable supporting customers across email, chat, and phone. * Strong problem\-solving and analytical skills. * Ability to remain professional and customer\-focused when handling complaints or difficult situations. * Good attention to detail and ability to accurately document customer cases. * Comfortable working with digital tools, support platforms, and back\-office systems. * Ability to work collaboratively with different internal teams to resolve customer issues. **Good to Have** * Previous experience within banking, fintech, payments, digital wallets, cards, or financial services. * Understanding of debit/prepaid cards, payment transactions, refunds, disputes, chargebacks, and digital banking services. * Experience using customer support/ticketing or CRM platforms. * Previous experience supporting customers in Qatar or the GCC. **What We're Looking For** Someone who genuinely enjoys helping customers and doesn't simply close tickets. You should be curious enough to understand why an issue happened, take ownership of getting it resolved, and help us identify ways to prevent similar issues in the future. As part of a growing fintech, you will also have the opportunity to directly influence how KARTY builds and improves its customer support experience. Pay: QAR5,000\.00 per month Work Location: In person