{"id":1454799,"url":"https://alion.io/job/soum-cx-escalation-specialist","title":"CX Escalation Specialist","company":{"id":7912,"name":"Soum","domain":"soum.sa","url":"https://alion.io/company/soum","size_band":null,"is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Lever","truth_index":{"grade":"A","score":87,"open_postings":3,"ghost_share":0,"stale_share":0.333,"repost_share":0,"time_to_fill_p50_days":134,"computed_at":"2026-10-24T06:02:35Z"}},"role":"Operations","role_family":"Operations","seniority":null,"employment_type":"full_time","work_mode":"remote","remote_scope":"stated_countries","remote_scope_basis":"board_field","remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Cairo, Egypt"],"countries":["EG"],"hiring_countries":["EG"],"hiring_countries_total":1,"salary":null,"salary_estimate":null,"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[],"status":"live","first_seen_at":"2026-07-21T18:54:05Z","employer_posted_date":"2026-07-21","last_verified_at":"2026-10-24T21:42:42Z","board_verified":true,"closed_at":null,"days_open":95,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":95},"description":"About Us:\nSoum is on a mission to revolutionise e-commerce in the MENA region and beyond by building the most convenient and trustworthy re-commerce marketplace in the region. We're reshaping how C2C marketplaces operate, making buying and selling second-hand products seamless and reliable. Since our launch in July 2021, Soum has become one of the fastest-growing startups in the region, achieving rapid expansion in both our team and product offerings. In recognition of our impact and growth, we are proud to have been named one of the Top 10 LinkedIn Startups in Saudi Arabia for 2024.\nJob Overview\nOwn customer support tickets from creation through resolution, ensuring timely, accurate, and professional handling of every case. Deliver high-quality support by resolving customer issues efficiently, maintaining clear communication throughout the process, documenting interactions accurately, and collaborating with internal teams when escalation is required to provide the best possible customer experience.\nRole & Responsibilities:\nPick up unassigned tickets from the queue within the assignment SLA and take full ownership until closure.\n\nResolve buyer and seller issues at first contact using the knowledge base, order data in the internal system, and available self-service actions.\n\nLog every ticket with accurate category, subject, and resolution notes so reporting stays clean and root causes remain traceable.\n\nTrigger auto-refund and reverse payment flows for the four defined scenarios without escalating.\n\nEscalate only when the issue falls outside Tier 1 authority, and only with a documented resolution attempt attached.\n\nClose the loop with the customer on the original channel before marking a ticket resolved.\n\nFlag repeat issues and knowledge gaps to the Team Lead so the root cause reaches the owning team.\n\nMaintain accuracy and tone standards in every written response, in both Arabic and English.\n\nRequirements:\n1 to 3 years in customer support, operations, or marketplace support.\n\nFluent in Arabic and working English, written and spoken.\n\nComfortable working across multiple systems within a single case.\n\nWrites clearly and briefly under time pressure.\n\nAccountability mindset: owns the outcome, not the reply.\n\nWillingness to work rotational shifts, including weekends, as required","description_format":"text","description_chars":2314,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[{"language":"Arabic","level":"Advanced (C1)","optional":false},{"language":"English","level":"All levels","optional":false}]},"benefits":[],"hiring_locations":[{"name":"Egypt","iso":"EG","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Commerce","Marketplaces","Secondhand"],"lifecycle":[{"event":"open","at":"2026-09-29T09:17:25Z"}],"visa":[],"liveness":{"score":44,"band":"fade","label":"Fading","p_open":1,"p_active":0.732,"p_room":0.6,"age_days":94,"expected_fill_days":134,"reasons":["conf:3","win:late","crowd:"],"computed_at":"2026-10-24T06:02:35Z"},"pay":null,"html_url":"https://alion.io/job/soum-cx-escalation-specialist","json_url":"https://alion.io/job/soum-cx-escalation-specialist.json","meta":{"generated_at":"2026-10-24T22:52:54Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":33584,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-25T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":7912},"rest":"https://alion.io/mcp/rest/get_company?id=7912"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fsoum-cx-escalation-specialist"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fsoum-cx-escalation-specialist"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fsoum-cx-escalation-specialist"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/soum-cx-escalation-specialist\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fsoum-cx-escalation-specialist"}]}