• 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

• Answering inbound telephone calls and providing excellent customer support • Responding to customer questions and comments via phone, email, Live Chat, and SMS with speed and professionalism • Responsible for researching and resolving complaints to ensure customer retention and satisfaction • Follow up on all written correspondence and escalate to customer service manager on duty as necessary • Coordinate and follow up with other departments to ensure problem resolution and work together with other customer service team members to promote an environment of customer satisfaction

Role Description 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. - 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. Qualifications - 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 - 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. Company Description 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. 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! 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!

Role Description As a Customer Support Specialist, you will report to the Customer Support Manager/Director of Customer Support and your tasks will consist of providing specialized support and resolving complex issues for customers using the Velsera products and services. - Provide specialized support to customers in the bioinformatics, precision medicine, and workflow automation fields both in and out of office hours. - Resolve complex issues related to the specialized domain or product. - Collaborate with internal teams to troubleshoot and resolve complex technical & functional issues. - Stay up to date with industry trends and emerging technologies in the specialized domain. - Document and track customer interactions, issues, and resolutions in the support ticketing system. - Contribute to the creation of support documentation, knowledge base articles, and best practices related to the specialized area. - Provide guidance and assistance to other team members as needed. - Assist in continuous improvement efforts to enhance technical support processes and customer satisfaction. - Contribute to cross-functional projects and initiatives in your area of expertise. Qualifications - Bachelor's degree or higher in a relevant field, such as bioinformatics, genomics, or a life sciences discipline. - Strong knowledge and expertise in the specialized area of technical support, such as bioinformatics, precision medicine, or workflow automation. - Proven experience in providing technical support in the specialized domain. - Excellent problem-solving and troubleshooting skills. - Strong customer service and communication skills. - Ability to work independently and collaboratively within a team environment. - Familiarity with relevant software applications, operating systems, and networking concepts. - Proficiency in using help desk software, CRM systems, and other technical support tools. - Demonstrated involvement in cross-functional projects and contributions to business-wide initiatives. - Willingness to continuously learn and expand technical knowledge in the specialized domain. - Ability to effectively communicate technical information to both technical and non-technical stakeholders. - Strong organizational and time management skills. - Ability to mentor and provide guidance to junior team members. - Assist in reducing escalations and deputize for management in their absence. - Desire to contribute to the growth and success of the company by delivering exceptional technical support and actively participating in business projects and initiatives. Benefits - A full-suite of industry leading benefits (list by location). - Remote work flexibility. Company Description Velsera was formed in 2023 through the shared vision of Seven Bridges and Pierian, with a mission to accelerate the discovery, development, and delivery of life-changing insights. We provide software and professional services across drug discovery, diagnostics, and clinical genomics. With our headquarters in Boston, MA, we are growing and expanding our teams located in different countries!