CX Escalation Specialist

About the role

The CX Escalation Specialist will own customer support tickets from creation to resolution, ensuring a fast, accurate and professional experience for both buyers and sellers on Soum’s marketplace. You will work closely with internal teams to resolve issues, document interactions and continuously improve service quality.

Key responsibilities

• Pick up unassigned tickets within the SLA and take full ownership until closure.
• Resolve buyer and seller issues at first contact using the knowledge base, order data and self‑service actions.
• Log every ticket with accurate category, subject and resolution notes for clean reporting.
• Trigger auto‑refund and reverse payment flows for defined scenarios without escalation.
• Escalate only when the issue exceeds Tier 1 authority, attaching documented resolution attempts.
• Close the loop with the customer on the original channel before marking a ticket resolved.
• Flag repeat issues and knowledge gaps to the Team Lead.
• Maintain tone and accuracy in all written responses in both Arabic and English.

Required profile

• 1–3 years of experience in customer support, operations or marketplace support.
• Fluent in Arabic and English, both written and spoken.
• Comfortable working across multiple systems within a single case.
• Clear, concise writing under time pressure.
• Accountability mindset – owns outcomes, not just replies.
• Willingness to work rotational shifts, including weekends.

Required skills