Customer Experience Specialist (Chat)

Koinz is Saudi Arabia’s leading social food ordering experience the app that transforms everyday coffee and dining into a fun, rewarding, and shareable lifestyle.

With 2.7M+ signups, Koinz is more than a loyalty app it’s where Gen Z and young consumers discover brands, earn rewards, share experiences, and make food social.

Your Mission is to offer the best resolution, you’ll support our customers via phone and handle disconnection issues and offline tasks alongside Covering operational outbreaks, Resolving and coordinating customer support requests.

What You’ll Own

• Respond to customer inquiries via phone, email, and live chat, providing accurate product information and timely resolutions.

• Deliver an outstanding customer experience by aiming for first-contact resolution whenever possible.

• Manage merchant inquiries and support live order operations through internal dashboards.

• Handle customer complaints with empathy, professionalism, and effective conflict resolution skills.

• Prioritize and manage a high volume of customer interactions in a fast-paced environment.

• Identify recurring or critical customer issues and escalate them to the appropriate stakeholders.

• Collaborate with cross-functional teams to resolve operational issues, communicate delays, and remove service roadblocks.

• Support operational outage management and complete assigned offline tasks to ensure business continuity

Who You Are

• Bachelor's degree in any discipline.

• Previous experience in customer support, live chat, live order operations, dashboard management, or community support.

• Excellent written and verbal communication skills.

• Strong problem-solving abilities with a customer-first mindset.

• Ability to multitask, prioritize effectively, and perform well under pressure.

• Experience working with CRM systems or customer support tools is a plus.

• A collaborative attitude and willingness to work across teams to deliver the best customer experience.