CX Escalation Specialist

About Us:

Soum is on a mission to revolutionise e-commerce in the MENA region and beyond by building the most convenient and trustworthy re-commerce marketplace in the region. We're reshaping how C2C marketplaces operate, making buying and selling second-hand products seamless and reliable. Since our launch in July 2021, Soum has become one of the fastest-growing startups in the region, achieving rapid expansion in both our team and product offerings. In recognition of our impact and growth, we are proud to have been named one of the Top 10 LinkedIn Startups in Saudi Arabia for 2024.

Job Overview

Own customer support tickets from creation through resolution, ensuring timely, accurate, and professional handling of every case. Deliver high-quality support by resolving customer issues efficiently, maintaining clear communication throughout the process, documenting interactions accurately, and collaborating with internal teams when escalation is required to provide the best possible customer experience.