Customer Support Specialist

Summary

Join Mamo as a Customer Support Representative and become the face of the company, providing delightful support to customers and acting as their internal champion. You will manage customer issues, investigate complaints, resolve refunds, review business claims, and detect suspicious activity. Daily interaction with customers across various channels is expected, along with collecting feedback to improve products and user experience. This role requires strong communication skills, empathy, patience, and problem-solving abilities. Mamo offers a startup environment with a focus on individual responsibility, a supportive team, and continuous learning opportunities, along with competitive salaries, top-tier medical insurance, paid time off, and equity.

Requirements

• Possess patience
• Be a good listener
• Demonstrate empathy
• Have a strong command of the English language, both verbal and written
• Possess a genuinely cheerful nature and positivity in all situations
• Show flexibility in addressing shifting or competing priorities
• Be a collaborator and a team player with high energy
• Have a get-things-done attitude
• Possess an innately investigative and curious nature
• Have prior experience and interest in finance / payments
• Possess proven ability to use multiple tools (technology) creatively during investigations to reach correct conclusions on customer issues

Responsibilities

• Manage all customer issues, including investigating and resolving customer complaints and refunds in a timely and effective manner
• Review business claims, resolve processing issues, and detect and report suspicious activity to the compliance team
• Interact with customers daily on a variety of channels such as Intercom, phone, email, and social media, and ensure that all customer concerns are being dealt with immediately
• Whether it’s a product bug, a payment issue, or just a question for clarification, you would take ownership, and help the customer get the most delightful experience they deserve
• Encourage customers to activate their services once they have come onboard and/or understand any obstacles they need help with
• Assist customers with demos on how to use the product
• Collect customer feedback and share with the team to help us improve our products and optimize the user experience
• Ensure claims are promptly handled in accordance with internal policies and meet internal SLAs
• Learn our products inside and out so that you can answer questions and feed back to the team on feature enhancements

Preferred Qualifications

• Arabic language skills
• Clear enunciation

Benefits

• Equity (full-time team members)
• Competitive salaries that are revisited yearly or each time we raise funding
• Top-tier medical insurance (full-time team members)
• Endless training opportunities
• Up to 25 paid days off in addition to statutory leave (full-time team members)