CX Specialist (Dubai)
Core
B2B Software Support Specialist resolving support tickets and partner contacts via email, voice, chat, social media, WhatsApp, and SMS for Fresha's SaaS platform.
Role type
B2B Software Support Specialist
Builds
Fresha's all-in-one business software and financial technology solutions for beauty, wellness, and self-care businesses
Domain
SaaS / Beauty and Wellness Technology
Deliverable
client delivery
Required skills
ticketing system proficiency, root cause analysis, consultative support, creative problem solving, SLA adherence, product testing, written communication in English, technical navigation of multifaceted software
Preferred skills
autonomy, proactive issue flagging, revenue generation focus, team collaboration, continuous learning
Technologies
Hubspot, Fresha platform, Instagram, Facebook, Google integrations
Responsibilities
Resolve support tickets and partner contacts across multiple channels; identify root causes and proactively flag recurring issues, bugs, and trends to product teams; take a consultative approach to ensure partners maximize software value; test and investigate partner-reported problems by reproducing issues in test accounts; maintain a personal test account for feature validation; adhere to Service Level Agreements (SLA) for timely resolution.
Seniority
Individual Contributor, mid-level support role