Customer Support Agent

About Bamboo Card Bamboo Card is the Middle East’s leading Digital Prepaid Products Distributor and Rewards Fulfilment agency. Since 2018, we have supported global loyalty programs and enterprise rewards systems with a robust catalogue of eGift Cards, Prepaid Cards, and Mobile Top-Ups. With industry-leading digital delivery infrastructure—via API and Client Portal—we ensure seamless, secure, and real-time reward distribution across the region. Role Overview Customer Support Agents are the front line of Bamboo Card's customer experience. They handle customer and client queries, document issues accurately, capture evidence and escalate to the correct internal team. Agents do not manage suppliers, all supplier escalations go through the Purchasing pillar. The role requires strong attention to detail, fast response habits, and clear escalation judgment. Minimum 3–4 years experience in the gift card industry, e-commerce or online marketplace customer support Mandatory Zendesk proficiency Mandatory Strong written communication skills in English, this is a non-voice role Ability to work with AI support tools or AI agents Desired Strong problem-solving, organisation and attention to detail Comfortable managing a high volume of tickets while meeting strict SLA targets Experience handling B2B client queries and B2C consumer complaints concurrently Desired Handle customer emails, marketplace queries and B2C tickets professionally and within SLA Validate, categorise and prioritise incoming tickets accurately Troubleshoot and resolve customer issues including invalid codes, delayed deliveries and failed orders Escalate supplier-related issues internally to the Purchasing team — never contact suppliers directly Maintain accurate ticket documentation and tagging in Zendesk Meet SLA targets for first response and resolution times Maintain high-quality communication and contribute to CSAT improvements Follow internal SOPs and ensure proper handover before leave Competitive salary package aligned to the UAE market Visa sponsorship provided Health insurance coverage Real opportunity to grow with the business and take on expanded responsibilities over time Be part of Bamboo Card's next chapter as we scale our platform and expand across new markets Work within a collaborative, entrepreneurial team that values ownership and impact