Customer Service Manager
Skills
About This Role
Role Description
This is a full-time, on-site role based in Dubai for a
Merchant Service Executive
.
The role is focused on managing day-to-day interactions with merchants and ensuring a smooth and reliable experience across all touchpoints.
You will act as the primary point of contact for merchants, handling queries, resolving issues, and supporting them in using Simplebit’s products effectively.
You will work closely with the founders, internal teams, and external partners to ensure all merchant requests are handled efficiently and nothing falls through the cracks.
Key Responsibilities
- Act as the first point of contact for merchant queries via calls, WhatsApp, and email
- Assist merchants with product usage, including payment links, invoicing, and basic platform navigation
- Track and manage all merchant requests and ensure timely resolution
- Coordinate with the tech team and partners to resolve technical or operational issues
- Follow up proactively with merchants to ensure satisfaction and continued usage
- Support onboarding of new merchants, including demos and setup assistance
- Maintain internal records of merchant interactions, issues, and resolutions
Qualifications
- 1–3 years of experience in customer service, operations, or client-facing roles
- Strong communication skills, both verbal and written
- Comfortable speaking with clients and handling queries independently
- Highly organized with strong follow-up and coordination skills
- Problem-solving mindset with the ability to take ownership of issues
- Ability to work in a fast-paced, startup environment
Additional Information
- This is a hands-on role requiring strong execution and attention to detail
- You will work directly with the founders and play a key role in merchant experience
- Prior experience in fintech, payments, or SaaS is a plus but not required
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