Associate, Customer Care

About Zid and Role Overview

Based in Riyadh, Saudi Arabia, Zid is a technology platform powering retail success by enabling merchants to start, grow, and scale their businesses seamlessly. We seek a passionate Customer Care Associate who excels at empathizing, solving problems, and fostering outstanding customer experiences within a fast-paced, collaborative environment.

Primary Responsibilities

• Respond promptly and professionally to customer inquiries via chat, email, and social media.
• Understand customer needs thoroughly and deliver clear, accurate solutions and information.
• Efficiently resolve issues, ensuring timely support and follow-ups for complete satisfaction.
• Document customer interactions carefully in CRM systems, maintaining organization and prioritization of requests.
• Collaborate cross-functionally with Product, Technical Support, and Operations teams to fulfill customer needs.
• Collect customer feedback, identify recurring problems, and assist in refining processes to enhance service quality.

Experience and Skills

• 1 to 3 years of experience in Customer Service, Merchant Support, or Call Center roles, preferably in SaaS, eCommerce, or technology sectors.
• Familiarity with CRM and ticketing platforms, plus proficiency with Microsoft or Google Workspace tools.
• Strong communication skills, both written and verbal, paired with problem-solving capabilities.
• Ability to balance multiple customer cases while exhibiting excellent organizational and time management skills.

Personal Qualities

• Customer-centric attitude with genuine passion for assisting others.
• Empathetic, patient, and professional demeanor in all interactions.
• Adaptability to fast-changing environments and eagerness to learn continuously.
• Positive, collaborative team player who embraces growth and constructive feedback.

Why Work at Zid?

• Opportunities for career advancement in one of Saudi Arabia’s leading tech companies.
• Direct impact on thousands of merchants by delivering exceptional support.
• Engagement with a trusted and growing platform powering nationwide commerce.
• Dynamic and supportive team culture fostering ownership and continuous improvement.