Customer operation lead

About 808labs808labs is a product studio in Riyadh and Dubai that builds and backs software companies for the Gulf. It operates through two arms. 808 Originals builds 808labs' own products in-house, and 808 Ventures partners with independent builders to launch theirs.The first 808 Originals product is Getti, an AI shopping app that helps shoppers find, compare and buy products across stores, with prices shown in local currency. Getti is launching first in the UAE, with Saudi Arabia to follow. It is led by Kareem Said. Ignite, 808labs' multi-merchant checkout infrastructure, follows Getti. Ignite allows apps and AI agents to place orders with several online stores in a single cart, while the shopper stays in control of payment.Purpose of the roleGetti coordinates checkout and shopper-facing order updates, while merchants fulfil their own orders and a commerce provider handles merchant connectivity and payment. Getti is the shopper's first point of contact when something goes wrong. A named support owner and a named refund owner are formal launch requirements for Getti in the UAE.The Support, Refunds and Operations Lead will be that owner. You will build the support and refunds operation from the ground up, make sure every shopper issue has a clear path to resolution, and ensure that Getti meets its consumer-protection and data-protection obligations in daily operation.ResponsibilitiesShopper support- Serve as the named support owner for Getti, accountable for every shopper enquiry from first contact to resolution.- Establish an always-available, staffed contact channel with case tracking, and define support hours and response targets.- Select, set up and run customer support tooling, including a help desk, in-app contact and a shopper FAQ.- Write and maintain support macros, help content and escalation guides in English, with Arabic content as the product expands.Refunds, complaints and order issues- Serve as the named refund owner, holding refund permissions and approving refunds within agreed limits.- Own the complaints channel and the complaints and refunds policy, including channels, hours and resolution standards.- Work orders that require review, such as a payment recorded without a confirmed merchant order, a basket where one merchant accepts and another rejects, pending refunds, and missing or stale tracking.- Run regular refund drills before and after launch to confirm that refunds complete correctly end to end.- Keep accurate refund and case records that support payment reconciliation, VAT handling and reporting.Partner and merchant operations- Agree shopper support routing with Getti's commerce provider and participating merchants.- Build and maintain the responsibility matrix covering defects, returns, refunds, chargebacks, failed or partial orders, delivery issues, invoices and complaints, with service levels for each party.- Maintain escalation contacts at the commerce provider and at each merchant, and keep them current.Runbooks and incident readiness- Own the business side of the support runbooks, working with the CTO, who owns the technical runbooks.- Help set up the incident on-call rota and a status page, and lead shopper communication during incidents.- Contribute to the breach response runbook and run the data-subject rights process, including access, correction and deletion requests.Compliance in operation- Make sure support and refund processes meet UAE consumer-protection and personal data protection requirements, working with 808labs' legal counsel.- Maintain the operational records that data-protection compliance requires, and support any data protection impact assessment and records of processing.- Check that licence and contact details, marketing-consent practices and recommendation and commission disclosures are applied correctly in support interactions.Launch and continuous improvement- Take part in release rehearsals and the pilot launch, and confirm that support is ready before each release.- Report regularly on case volumes, resolution times, refund outcomes and recurring issues, and feed product and merchant problems back to the product and engineering team.- Record shopper demand for stores and products that Getti cannot yet serve, so the team can prioritise new merchants.Requirements- At least four years of experience in customer support, operations or trust and safety, including at least two years owning a support or refunds function.- Experience in e-commerce, marketplaces, payments or fintech, including handling refunds, chargebacks and order exceptions.- A proven record of building support processes, runbooks and escalation paths from scratch.- Hands-on experience setting up and administering help desk tooling.- Working knowledge of consumer-protection and personal data protection obligations in customer-facing operations.- Excellent written and spoken English, with a clear and courteous writing style.- Sound judgement with sensitive personal and payment data, and strong attention to detail.- The ability to work independently in a small, fast-moving team.Nice to have- Professional proficiency in Arabic.- Experience with UAE consumer-protection rules, the UAE Personal Data Protection Law or the Saudi Personal Data Protection Law.- Experience operating a multi-merchant marketplace or working with third-party checkout and payment providers.- Familiarity with 3D Secure, card disputes and payment reconciliation.- Experience launching a consumer mobile app.- Experience in an early-stage startup.