Customer Support Specialist (SaaS for Coffee Shops)

About the role

Qahwa is a unified, AI‑powered platform that combines point‑of‑sale, inventory, accounting and reporting for modern coffee shops. We are seeking a Customer Support Specialist who is passionate about helping café operators get the most out of our solution, solving technical issues and delivering a smooth, friendly experience.

Key responsibilities

• Act as the primary point of contact for support inquiries via email, chat and phone.
• Respond promptly, professionally and with empathy to customer questions.
• Troubleshoot product, POS, inventory, accounting and reporting issues.
• Guide users through Qahwa’s features, workflows and best practices.
• Diagnose root causes, propose clear solutions and follow through to resolution.
• Escalate complex technical problems and ensure they are resolved.
• Maintain accurate records of interactions, issues and resolutions.
• Follow up with customers to confirm satisfaction.
• Identify recurring problems, share insights with internal teams and contribute to FAQs and documentation.

Required profile

• Minimum 1 year of experience in customer or technical support, preferably in food‑and‑beverage technology.
• Fluent in both Arabic and English with strong communication skills.
• Customer‑first mindset and a genuine passion for helping people.
• Excellent problem‑solving, analytical and organizational abilities.
• Comfortable working in a fast‑paced, changing environment.

Required skills

• Hands‑on experience with POS systems.
• Familiarity with SaaS platforms and cloud‑based product support.