CX Escalation Specialist

Location: Remote, based in Cairo

Company

A fast-growing startup building a convenient and trustworthy re-commerce marketplace for buying and selling second-hand products across the MENA region.

What you will do

• Own customer support tickets from assignment through resolution and closure.
• Resolve buyer and seller issues at first contact using the knowledge base, order data, and self-service tools.
• Document ticket categories, subjects, interactions, and resolution notes accurately.
• Trigger auto-refund and reverse payment flows for defined scenarios without escalation.
• Escalate cases outside Tier 1 authority with documented resolution attempts.
• Identify recurring issues and knowledge gaps for review by the Team Lead and owning teams.

Requirements

• 1–3 years of experience in customer support, operations, or marketplace support.
• Fluent Arabic and working English, both written and spoken.
• Ability to work across multiple systems within a single customer case.
• Clear, concise writing under time pressure.
• Strong accountability and ownership of customer outcomes.
• Willingness to work rotational shifts, including weekends, as required.

Culture & Benefits

• Remote, full-time work arrangement.
• Work supporting a re-commerce marketplace serving the MENA region and beyond.
• Rotational scheduling that may include weekend shifts.