Technical Account Manager (Arabic & English)

Company Description

ReplAi equips e-commerce brands with an AI customer support agent that responds to all customer messages within seconds across multiple channels and languages. The platform integrates with shipping providers to track orders, recommend relevant products, and manage end-to-end returns. By automatically handling routine inquiries and workflows, ReplAi enables merchants to focus on complex cases that require human judgment. The company is focused on delivering efficient, scalable, and customer-centric support solutions for fast-growing online brands.

Role Description

The Technical Account Manager (Arabic & English) is a full-time, remote role responsible for supporting e-commerce clients using ReplAi’s AI customer support platform. This role involves building strong relationships with assigned accounts, guiding them through onboarding, configuration, and ongoing optimization of the product. The Technical Account Manager will diagnose and troubleshoot technical issues, coordinate with internal teams to resolve problems, and provide clear documentation and guidance in both Arabic and English. Day-to-day tasks include monitoring account performance, advising clients on best practices, identifying upsell or expansion opportunities, and managing small projects to ensure timely delivery of updates and integrations. This position requires proactive communication, regular check-ins with customers, and a focus on ensuring high satisfaction and retention. While its remote there may be on-site days with clients at their locations on occasion.

Qualifications

• Strong account management skills, including relationship building, client communication, and stakeholder coordination.
• Technical support and troubleshooting capabilities, with the ability to diagnose issues, interpret logs or data, and collaborate with engineering teams.
• Experience in sales or customer success, with a focus on identifying growth opportunities and supporting renewals or expansions.
• Project management skills to manage onboarding, integrations, and improvement initiatives across multiple client accounts.
• Fluency in Arabic and English (written and spoken), with the ability to explain technical concepts clearly to non-technical audiences.
• Background in SaaS, e-commerce, or customer support technologies is highly beneficial.
• Excellent analytical, problem-solving, and organizational skills, with attention to detail and a proactive mindset.
• Bachelor’s degree in a relevant field or equivalent professional experience.