Support Specialist

ABOUT ABDUL LATIF JAMEELAbdul Latif Jameel… a place to realize your potential...Through Respect, Continuous Improvement, Pioneering Spirit, and Empowerment, we are proud of our culture which sees ideas blossom, people thrive and success flourish. Abdul Latif Jameel is a global investor and 80-year-old network of internationally diversified businesses shaping the future of core sectors driving the global economy including, Mobility, Energy, Environmental Services, Financial Services and Health; together with land & real estate development, logistics, electronics retailing and media services.Established in 1945 Abdul Latif Jameel has a presence in more than 35 countries employing over 11,000 people from more than 85 nationalities. The ideal candidate will be responsible for using their analytical mindset to analyze and interpret financial data, then relating it to potential business trends and issues. This candidate will feel comfortable using insights they have discovered to communicate important themes and discoveries to company leadership.ABOUT THE JOBBe the human face of the platform for its members: answer questions, resolve problems, and make sure a micro-business owner who gets stuck gets unstuck quickly, starting with the pilot cohort and continuing through public launch.Key responsibilitiesHandle member questions and issues across support channels in Arabic, from onboarding to billingSupport pilot members through registration, onboarding, and first use of the platformTrack, categorise, and escalate issues; close the loop with members when issues are resolvedFeed recurring member problems back to the team as product and content improvement inputMaintain help content and answers to common questionsMonitor support volume and response times as the member base growsQualifications and experience2+ years in customer support, member success, or a similar member-facing roleExcellent written and spoken Arabic; professional EnglishPatient, clear communicator comfortable supporting users with varying digital confidenceExperience supporting a digital product or SME audience is an advantage