Customer Service Specialist (Platform Operations)

About the role

You will be the primary point of contact linking service seekers, service providers, internal departments, and the technical team to ensure a seamless platform experience. The role involves managing account performance, handling inquiries, and supporting operational efficiency across a 24/7 environment.

Key responsibilities

• Respond to inbound service seeker inquiries across all support channels promptly.
• Manage seeker account profiles, removing friction points for smooth order execution.
• Guide new platform users on features, dashboard navigation, catalog listing, pricing setup, and order management.
• Recruit and onboard prospective service providers, overseeing the full onboarding workflow.
• Monitor and evaluate provider performance, ensuring compliance with platform policies.
• Mediate operational and financial disputes between seekers and providers.
• Facilitate daily information flow between users, providers, and internal teams such as Tech and Finance.
• Collaborate with Finance to track invoices, payouts, and transaction processing.
• Generate performance reports on support KPIs, ticket resolution, and satisfaction rates.
• Identify, document, and escalate technical glitches to the Engineering team and participate in UAT for new releases.

Required profile

• Proactive problem‑solver with excellent communication and stakeholder‑management abilities.
• Strong passion for customer success and operational excellence.
• Ability to work rotating shifts and handle a high‑volume, 24/7 support environment.
• Detail‑oriented with a focus on meeting SLA commitments.

Required skills

What we offer

• Competitive salary range SAR 4,000 – 6,000 per month.
• Full‑time permanent position with opportunities for growth.
• Dynamic, fast‑paced environment with cross‑functional collaboration.
• Comprehensive training on platform tools and processes.