We are partnering with a newly established, high-potential marketplace startup in the UAE to build their founding team
.
At Uplift, we work closely with our clients not only to fill roles, but to shape the core teams that will define their success. These positions are part of the initial leadership layer
, offering a rare opportunity to join at an early stage and directly influence how the business, product, and customer experience are built from the ground up.
If you enjoy fast-paced environments, high ownership, and turning ideas into reality, this could be a very exciting opportunity to be part of something early and impactful.
Key ResponsibilitiesOwn customer support performance and quality—building a scalable support operation with strong response SLAs, resolution quality, and consistent policies
, tightly connected to ops and product.
1) Own Customer Support Function
- Own day-to-day ticket flow across channels; hit response/resolution SLAs
- Design workflows: triage, prioritization, escalation paths, and handoffs with CX/Tech
- Manage sensitive cases: disputes, lost/damaged shipments, refunds/chargebacks, payout questions
- Ensure consistent tone of voice and customer trust across all interactions
2) Knowledge, Policies & Tooling (Build the System)
- Build macros, tagging taxonomy, decision trees, and support playbooks
- Own Help Center / knowledge base upkeep with CX Lead (FAQs, policies, how-to guides)
- Set up tooling baseline (Zendesk/Freshdesk etc) automations, and reporting
3) Quality & Continuous Improvement (Raise the Bar Weekly)
- Establish QA program: ticket audits, coaching loops, calibrations, agent scorecards
- Track top drivers of contacts + repeat contacts; push fixes into product/ops
- Build hiring/training plan as volume scales (onboarding, scripts, competency framework)
- Customer service leadership experience in marketplaces / high transaction environments
- Strong judgment under pressure; empathetic + process-driven
- Experience setting up CS tooling and QA frameworks
- Hands-on builder comfortable starting from zero and scaling
- Arabic and previous experience in the UAE is preferred
- Up to AED 2K-4K/Month
- High-ownership role defining support quality and trust for the platform
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