Customer Support Specialist - Dubai

The Mobile-First Company is revolutionizing business software by creating mobile-first solutions designed for entrepreneurs running their operations from their phones. Unlike traditional office-focused tools, our software is AI-powered, intuitive, and designed to scale like a creator brand. Our flagship product, Allô, offers users a second phone number, AI-assisted call handling, transcription, and seamless CRM integration, serving over 20,000 businesses daily.
We are expanding our team and looking for our first full-time Customer Support Specialist to provide high-quality support to our growing user base. This is a unique opportunity to interact with real users daily, troubleshoot issues, and help shape the support function as the company scales.
Key Responsibilities:
• Respond promptly to user inquiries via Intercom across chat, email, and text, ensuring clear, accurate, and helpful responses.
• Utilize AI tools like Fin to manage routine queries, while providing personal support for complex or nuanced issues.
• Assist top customers through hotline access, proactive communication, and personalized problem-solving.
• Conduct one-on-one onboarding sessions for new users, ensuring they understand Allô’s features and derive immediate value.
• Troubleshoot product issues across mobile platforms, porting, billing, and CRM integrations, escalating as necessary and following up on resolutions.
• Enhance support tools by creating macros, updating internal documentation, and improving response consistency.
• Capture feedback, identify edge cases, and report bugs or friction points to the Product team.
• Collaborate weekly with Product and Growth teams to improve user activation, retention, and onboarding processes.
• Take ownership of support quality, propose improvements, and contribute to defining scalable support processes.
Requirements:
• Strong experience with Intercom, including inbox workflows, tagging, macros, and automation.
• Comfortable using AI tools like Fin to optimize response speed, while knowing when to intervene personally.
• Excellent English communication skills, both written and spoken, with confidence running onboarding calls for US-based customers.
• Ambitious mindset with interest in developing and scaling a customer support function.
• Previous experience in early-stage startups and familiarity with tools like Zapier, Stripe, Notion, and Retool.
What We Offer:
• Competitive salary in USD or local equivalent
• Equity package
• Quarterly 10-day team retreats abroad
• 30-day onboarding in Paris, including flights and housing
• Laptop and work setup of your choice
• Private health insurance for US or LATAM hires
• A collaborative, ambitious team building innovative solutions rapidly
APPLY HERE
https://gulfcareerhunt.com/hiring-customer-support-specialist-remote-usa-9/

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