Customer Service Executive

We are partnering with a high-potential marketplace startup in the UAE to build their founding team. Our partner is a taste-driven style exchange platform where people discover, share, and pass forward the things they love — curated by real people with a genuine point of view. We're building the infrastructure for that exchange to happen seamlessly, at scale, across MENA. This is not a role you inherit; it's one you build.At Uplift, we work closely with our clients not only to fill roles but to shape the core teams that will define their success. These positions are part of the initial leadership layer, offering a rare opportunity to join at an early stage and directly influence how the business, product, and customer experience are built from the ground up.THE ROLEYou will own customer support performance and quality — building a scalable support operation with strong response SLAs, resolution quality, and consistent policies, tightly connected to operations and product. You will be the voice of Closet Crush for our buyers and sellers, and a key guardian of trust on the platform.KEY RESPONSIBILITIES1. Own the Customer Support FunctionOwn day-to-day ticket flow across channels; hit response and resolution SLAsDesign workflows: triage, prioritisation, escalation paths, and handoffs with CX and TechManage sensitive cases: disputes, lost/damaged shipments, refunds/chargebacks, and payout questionsEnsure a consistent tone of voice and customer trust across every interaction2. Knowledge, Policies & Tooling — Build the SystemBuild macros, tagging taxonomy, decision trees, and support playbooksOwn Help Center / knowledge base upkeep with the CX Lead: FAQs, policies, and how-to guidesSet up the tooling baseline (Zendesk, Freshdesk or similar), automations, and reporting3. Quality & Continuous Improvement — Raise the Bar WeeklyEstablish a QA programme: ticket audits, coaching loops, calibrations, and agent scorecardsTrack top contact drivers and repeat contacts; push fixes into product and operationsBuild the hiring and training plan as volume scales: onboarding, scripts, competency frameworkWHAT WE'RE LOOKING FORCustomer service leadership experience in marketplaces or high-transaction environmentsStrong judgement under pressure; empathetic and process-drivenExperience setting up CS tooling and QA frameworksHands-on builder, comfortable starting from zero and scalingArabic language skills and previous UAE experience preferred COMPENSATION & DETAILS Salary: AED 5,000 / monthBonus: Performance-basedHigh ownership role defining support quality and trust for the platformCandidate must hold their own UAE visa