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Support and Customer SuccessFull role brief
Customer Support Specialist (Tier 1)
Be the first human touchpoint for MakePay merchants and payers.
This role owns frontline support for merchants and payers using MakePay payment links, checkout flows, and account tools. You will keep responses calm, accurate, and practical while helping the team spot the recurring questions that should become better product guidance.
Why this role matters
- Resolve common merchant and payer questions quickly so support feels dependable from day one.
- Reduce confusion around checkout status, payment links, basic account setup, and next steps.
- Turn repeated support patterns into clearer macros, help-center content, and product feedback.
What you will own
- Handle incoming tickets, chats, and email cases with clear triage, ownership, and follow-through.
- Guide merchants and payers through payment status questions, checkout basics, account access, and simple configuration issues.
- Escalate technical or sensitive cases with complete context, clean notes, and the right urgency.
What you bring
- Customer support experience in SaaS, fintech, ecommerce, payments, or another operational product environment.
- Clear written English, strong attention to detail, and the ability to stay composed with frustrated users.
- Comfort working with dashboards, support tooling, status pages, basic logs, and structured troubleshooting steps.
Nice to have
- Exposure to crypto payments, wallets, stablecoins, merchant checkout, or payment operations.
- Arabic or another regional language in addition to English.
- Experience improving support macros, help-center articles, or internal support notes.
First 90 days
- Learn MakePay's checkout, dashboard, payment-status, and escalation workflows well enough to own Tier 1 queues.
- Build confidence handling everyday merchant and payer questions across live support channels.
- Create a short list of repeated issues that should become documentation, product fixes, or better internal guidance.
How we work
Clear ownership, close product feedback, and direct merchant impact.
You will work from Dubai with technical support, customer success, product operations, and engineering to keep customer questions moving without losing context.