Product Operations Specialist - Customer Experience

About Us

Tamara is the leading fintech platform in Saudi Arabia and the wider GCC region with a mission to help people make their dreams come true by building the most customer-centric financial super-app on earth. The company serves millions of users in KSA, UAE and Kuwait, and partners with leading global and regional brands such as SHEIN, Jarir, noon, Amazon, IKEA, eXtra and Farfetch as well as small and medium businesses.

Tamara is Saudi's first fintech unicorn and is backed by Sanabil Investments, SNB Capital, Checkout.com, amongst others, operating out its headquarters in Riyadh, Saudi Arabia with other regional and global support offices.

Your role

In this role, you will be responsible for overseeing and improving the 3rd party technology platforms and systems within the CX organization enabling our CX teams to provide a world-class service to our customers and merchants. The role requires deep technical expertise in contact center and customer service technology solutions across all support channels (Email, Chat, Phone, Social Media).

Your responsibilities

• Responsible for the maintenance and configuration of all CX 3rd party systems and tools (chatbot, ticketing system, telephony system, Tymeshift, Klaus QA).
• Configure and customize Zendesk (or other ticketing systems) workflows, forms, views, automations, and macros to optimize customer support workflows.
• Configure and improve our conversational chatbot flows to provide a seamless support experience for our customers and merchants.
• Act as a point of contact for resolving all CX technology issues and change requests related to all customer service 3rd party systems and tools.
• Collaborate with internal teams including CX Operations, CX Technology and Innovation and IT to identify and implement 3rd party tech tools improvements.
• Develop and maintain technology solutions documentation.

Your expertise

• Bachelor's degree in IT, computer science, engineering or related field.
• 3+ years of proven experience in systems administration related roles.
• Strong understanding of contact center technology solutions and implementation methodologies (Chatbots, ticketing systems e.g. Zendesk)
• You’re an Arabic speaker.
• You have experience creating workflows that are optimized for effortless customer support and highly efficient productive teams.
• Strong organizational skills and ability to perform under pressure.
• Active interest in Gen-AI and similar trends in AI is a plus.

All qualified individuals are encouraged to apply.

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