Customer Experience Associate – Lebanon/Jordan/Egypt (Remote)

Customer Experience Associate – Lebanon/Jordan/Egypt (Remote) 🎬 The Role As a Customer Service Associate, you will be the frontline champion for a growing livestream shopping marketplace. You will support both buyers and sellers across the region, ensuring frictionless transactions, high satisfaction, and a safe community environment. This role requires an empathetic, highly communicative, and problem-solving professional who can handle real-time marketplace issues, manage user feedback, and directly impact the success of the community. 👤 The Responsibilities Serve as the primary point of contact for buyers and sellers on the marketplace, resolving inquiries related to orders, account management, shipping, and live-stream features. Deliver empathetic, fast-paced support via chat, email, and designated helpdesk channels, ensuring a world-class customer experience. Investigate and resolve marketplace transactional issues, coordinating closely with internal operations, tech, and dispute-resolution teams. Empower sellers by guiding them through basic platform functionalities and troubleshooting technical issues they may experience before or during their live shows. Capture community feedback and common user pain points, reporting trends back to the product and marketing teams to fuel platform improvements. Maintain trust and safety standards across the platform by monitoring and acting on flagged user reports or marketplace violations. 🎓 The Skills & Competencies Full professional fluency in both English and Arabic is 100% mandatory (written and spoken). Exceptional communication skills, with a proven ability to convey clarity, warmth, and professionalism across digital channels. Strong natural empathy and an outstanding ability to remain patient and customer-focused under pressure. Demonstrated problem-solving skills with a proactive approach to identifying solutions for complex marketplace or customer inquiries. Highly organized with the ability to navigate multiple communication tools and internal systems simultaneously. ⭐ The Differentiators Prior experience working in an e-commerce marketplace setting or creator-focused digital platform. Hands-on experience working with industry-standard Customer Support software (e.g., Zendesk, Intercom, Freshdesk, or similar helpdesk tools). Personal passion for or familiarity with social commerce, live streaming apps, or online marketplaces. ⏳ The Benefits A competitive package. Meaningful ownership in a hyper-growth startup shaping the future of MENA e-commerce. Remote work (Based in Lebanon, Jordan, or Egypt). ✅ The Process Application → HR CV Screening → HR Screening Interview → First Business Interview → Second Business Interview → Technical/Case Assessment → Offer 💼 The Employer Our client is the first livestream shopping platform in the Middle East. By combining the seamless purchasing experience of e-commerce with the engaging visual content of live social media, they are building the future of how people buy and sell in the MENA region. Founded by an elite leadership team with backgrounds at major global e-commerce and live commerce platforms, this fast-growing startup is scaling rapidly and looking for exceptional talent to own the future of social commerce. Department Operations Role Customer Service Representative Locations Beirut, Amman, Cairo, Alexandria Remote status Fully Remote Employment type Full-time About Supersub Supersub is a boutique dedicated to helping businesses of all sizes overcome their growth challenges through a 360 approach. We focus on maximizing the productivity of teams by planning and managing cross-functional projects, bringing in the right talents, and providing top-notch training. Our Clients' Industries SaaS MarTech Proptech Marketplace Fintech Logistics e-commerce Mobility Sustainability EdTech FoodTech Founded in 2020