Customer Support Specialist

Qahwa is the operating system for modern coffee shops.We bring point of sale, inventory, accounting, and reporting into one unified platform, powered by AI, designed specifically for cafés.By eliminating fragmented tools and manual workflows, Qahwa enables coffee businesses to run more efficiently, make better decisions, and scale with confidence.We're looking for a Customer Support Specialist who is passionate about helping customers, solving problems, and delivering exceptional support experiences. This role is responsible for assisting customers throughout their journey, resolving product and technical issues, driving product understanding, and ensuring coffee shop operators can use Qahwa confidently and effectively.What you'll do:

• Serve as a primary point of contact for customer support inquiries through various channels.
• Respond to customer questions and issues promptly, professionally, and with empathy.
• Troubleshoot product, POS, inventory, accounting, reporting, and operational issues.
• Guide customers through Qahwa's features, workflows, and best practices.
• Diagnose issues, identify root causes, and provide clear and effective solutions.
• Escalate complex technical or product issues and follow through until resolution.
• Maintain accurate records of customer interactions, issues, and resolutions.
• Follow up with customers to ensure their issues have been fully resolved with satisfaction.
• Identify recurring customer issues and share insights with the relevant internal teams.
• Gather customer feedback and communicate customer needs internally to help improve the product.
• Create and contribute to support documentation, FAQs, and troubleshooting guides.
• Help identify opportunities to improve support processes, response times, and overall customer experience.
• Stay up to date with new Qahwa features, product updates, and operational best practices.What we're looking for:
• 1+ years of experience in Customer Support or Technical Support in F&B Tech.
• Strong communication and relationship-building skills in both Arabic and English.
• Excellent troubleshooting, problem-solving, and analytical skills.
• Strong customer-first mindset with a genuine passion for helping people.
• Ability to explain technical or complex concepts in a simple and easy-to-understand way.
• Strong organizational skills and attention to detail.
• Ability to manage multiple customer inquiries and prioritize issues effectively.
• Experience with POS systems, café operations and SaaS products is a strong advantage.
• Comfortable working in a fast-paced environment and adapting to changing priorities.
• Self-motivated, proactive, and committed to delivering exceptional customer experiences.What success looks like:✓ Resolving customer issues quickly, accurately, and effectively.✓ Maintaining high customer satisfaction and support quality.✓ Providing clear, professional, and empathetic communication across every customer interaction.✓ Helping customers confidently use Qahwa and get the most value from the platform.✓ Identifying recurring issues and proactively contributing to improvements.✓ Maintaining strong response and resolution times while ensuring quality is never compromised.✓ Becoming a trusted support partner for coffee shop owners, managers, and operational teams.Why Join Qahwa?
• Competitive salary package.
• Career growth opportunities in a rapidly expanding company.
• Innovative products serving one of the fastest growing industries in the region.
• Collaborative, ambitious, and customer focused culture.Our Culture:At Qahwa, we're building more than technology - we're building a team of ambitious, customer focused professionals who are passionate about helping businesses succeed.We believe great results come from collaboration, ownership, and continuous improvement. Every team member has a voice, the freedom to take initiative, and the opportunity to make a meaningful impact.We celebrate achievements, learn from challenges, and support each other as we grow together.