Carry1st is building the dominant commerce platform for Africa and the Middle East. Operating at the intersection of video games, publishing, and fintech, we scale awesome content in frontier markets by solving hard problems. We are partnered with top global game companies like Riot Games, Activision, and Tencent and we are backed by top investors like a16z, Bitkraft, Google, Konvoy, Riot Games, Sony, and Nas.

This role will play an important part in strengthening Arabic-language customer support and ensuring customers receive thoughtful, effective service. You will help shape how the function operates, support a growing team, and contribute to a customer experience that is consistent, responsive, and aligned with the needs of the business.

You will...

• Oversee the daily operations and performance of the Arabic customer service team, ensuring service levels, quality standards, and KPIs are consistently achieved
• Lead and support customer service associates while driving operational excellence, process improvements, and customer satisfaction across the business
• Develop and implement customer service processes, workflows, and best practices to enhance efficiency, productivity, and customer satisfaction
• Act as the primary escalation point for complex customer issues, complaints, and inquiries, ensuring timely and effective resolution
• Assist in identifying transaction and fulfilment issues, discrepancies, and potential risks, promptly escalating them for resolution
• Track, analyze, and report on customer service trends and insights, providing actionable recommendations to key stakeholders

Requirements

What makes you a great candidate?

• Fluency in Arabic and English (although you'll primarily oversee teammates and customers that speak Arabic, our business is conducted in English)
• 3+ years of experience in customer service, including at least 1 year in a leadership or supervisory role
• Proven experience improving customer service processes and driving customer satisfaction metrics
• Experience in high-volume support environments such as e-commerce, marketplace, or fintech
• Experience supporting customers in the MENA region or applying knowledge of customer behavior and digital commerce trends across the region
• Strong coaching skills and experience managing the performance of frontline support teams
• Experience working cross-functionally to resolve escalations and operational issues
• Availability to work day or night shifts.

Benefits

What will it be like to work at Carry1st?

Carry1st is a fast-growing, dynamic place to work. And while we are laser-focused on building the flagship consumer fintech platform in Africa, our team is fully remote and 100% global - with people in 15+ countries! At Carry1st, you will…

• Build awesome, industry-changing products every day
• Grow with a VC-backed startup
• Work remotely with international teammates
• Own shares in the Company - enabling you to benefit from the value you create
  

Some additional perks…

• Awesome equipment: Get everything you need to work effectively
• Remote working allowance: Put an additional $600 / year to optimise your WFH experience
• Learning and development: Attend courses, conferences and training events
• Birthday leave: Enjoy a paid day off on your special day
  

We hire great people from a wide variety of backgrounds, not just because it's the right thing to do, but because it makes our company stronger. Join us!