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Support and Customer SuccessFull role brief
Support Specialist (Arabic + English)
Support Arabic and English merchants with clarity and trust.
This role provides bilingual support for MakePay merchants, payers, and partners across Arabic and English channels. You will help regional customers understand payment status, checkout flows, account steps, and support handoffs without losing the nuance that good language coverage requires.
Why this role matters
- Improve the support experience for Arabic-speaking merchants and payers across the UAE and wider region.
- Reduce language friction during onboarding, payment troubleshooting, and account questions.
- Capture regional support patterns that should become bilingual help content, macros, or product improvements.
What you will own
- Respond to Arabic and English support cases across tickets, chat, email, and internal escalations.
- Guide merchants and payers through checkout questions, payment status, account access, and basic setup issues.
- Translate repeated customer questions into cleaner bilingual support notes and escalation context.
What you bring
- Fluent written Arabic and English with a support style that is clear, respectful, and precise.
- Customer support experience in fintech, SaaS, ecommerce, payments, crypto, or another service environment.
- Ability to troubleshoot web product issues using dashboards, customer context, support tools, and documented steps.
Nice to have
- Experience supporting merchants, payment operations, checkout flows, wallets, or digital finance products.
- Knowledge of Gulf business communication norms and regional merchant expectations.
- Experience improving bilingual help-center content, macros, or onboarding messages.
First 90 days
- Learn MakePay's support flows and become comfortable handling common cases in both Arabic and English.
- Own a defined portion of the MENA support queue with consistent tone, accuracy, and escalation quality.
- Recommend the first bilingual macro or help-center improvements based on repeated customer questions.
How we work
Clear ownership, close product feedback, and direct merchant impact.
You will work with Dubai support, customer success, sales, and technical teams to make regional customer communication stronger.