Customer Support Executive

The Customer Support Executive is responsible for delivering a high-quality, bilingual customer experience across PRYPCO’s service lines and customer touchpoints. This role serves as the frontline representative of the brand, managing customer inquiries, resolving issues efficiently, and ensuring customers receive timely, accurate, and empathetic support throughout their journey.Beyond day-to-day case handling, the role also contributes to continuous improvement across support operations by identifying recurring issues, maintaining support content, supporting reporting, and sharing customer insights with relevant internal stakeholders. The position requires strong communication skills, good judgment, operational discipline, and the ability to work cross-functionally in a fast-paced environment.Key ResponsibilitiesCustomer Support OperationsManage inbound and outbound customer interactions across chat, email, and phoneProvide professional and timely support in both Arabic and EnglishResolve routine customer queries independently across product, service, account, documentation, and process-related topicsHandle customer complaints with empathy, ownership, and a solution-oriented approachEscalate complex, high-risk, or cross-functional cases to the appropriate internal teams and follow through until closureMaintain high responsiveness and service quality in line with internal SLAs and support standardsEnsure customer records, case notes, tags, and outcomes are properly documented in support systemsCase Management and EscalationsTake ownership of cases from first response through final resolutionIdentify priority cases that require immediate action or stakeholder interventionCoordinate with Product, Operations, Finance, Sales, Risk, or other teams as needed to resolve escalated issuesKeep customers updated throughout the resolution process with clear and proactive communicationSupport service recovery efforts where customer experience has been impactedKnowledge Management and QualityDraft, update, and maintain support macros, templates, help articles, and internal process notesEnsure responses remain aligned with PRYPCO’s tone of voice, quality standards, and current policiesContribute to improving support workflows and reducing inconsistency across the teamHelp build scalable self-service content that reduces repetitive inbound queriesVoice of Customer and Continuous ImprovementCapture recurring customer pain points, product gaps, and operational inefficienciesLog bugs and customer-impacting issues clearly and accurately for internal teamsSupport collection of Voice of Customer insights through ticket reviews, feedback trends, surveys, and direct conversationsShare structured feedback that helps improve customer journeys, product usability, and service designRecommend practical improvements that reduce avoidable contact volume and improveCandidate ProfileRequired Experience and Skills3 to 5 years of experience in customer support, customer success, contact center, or another customer-facing functionStrong practical experience using support systems such as Intercom, Zendesk, Front, Freshdesk, or equivalent platformsFluency in Arabic and strong verbal and written English communication skillsStrong written communication with the ability to explain processes clearly and professionallyDemonstrated empathy, ownership, and sound judgment in customer-facing situationsAbility to manage multiple conversations and priorities in a fast-paced environmentStrong organizational skills and attention to detailExperience working in startup, scale-up, or other dynamic business environmentsPreferred ExperienceExperience in PropTech, FinTech, real estate, mortgage, or related service-based industriesFamiliarity with the UAE customer landscape and service expectationsExperience creating help center content, process guides, FAQs, or customer education materialsExposure to reporting and CRM tools such as Power BI, Salesforce, HubSpot, or similar platformsExperience working cross-functionally with operational, commercial, and product teamsCore CompetenciesClear communicationProblem solvingOwnership and accountabilityCross-functional collaborationSuccess MeasuresCustomer satisfaction outcomesResponse and resolution timesAccuracy and quality of case handlingQuality of documentation and support contentEscalation judgment and follow-throughContribution to process improvements and customer insight sharingWhy This Role MattersThis role is critical to strengthening trust in the PRYPCO brand. The Customer Support Executive is often the first and most frequent human touchpoint for customers, making their impact significant on both customer satisfaction and retention. The role also helps bridge the gap between customer expectations and internal execution by ensuring frontline insights are translated into meaningful operational and product improvements.#J-18808-Ljbffr