Customer Service Specialist – SaaS (Arabic & English)
Skills
About This Role
Overview
We are Livedin, a VC backed prop-tech enterprise shaping the future of short-term rentals in MENA.
Livedin is an intuitive property management software specifically designed for the modern short-term rental host.
Unlike archaic, complex hospitality solutions, Livedin offers an easy to use mobile-first platform that empowers hosts to tap into the booking short-term rental market and manage their properties with ease and efficiency.
Livedin is led by a powerhouse team blending Fortune 100 leaders with seasoned unicorn startup builders; and is backed by leading global and regional startup ecosystem partners.
Your Impact
You’ll be the voice of the platform.
As our Customer Service Specialist, you’ll manage day-to-day client support for our SaaS business, ensuring property managers, developers, and hospitality operators receive fast, accurate, and solution-oriented assistance.
This isn’t reactive ticket handling.
It’s proactive client experience management.
Your role
directly influences retention, satisfaction, renewals, and reputation.
When clients feel supported, they stay.
When they stay, the business grows.
You’ll operate in both Arabic and English, supporting a diverse client base across the region.
1) Client Support Management
Respond to client inquiries via chat, email, and calls.
Resolve platform issues efficiently while maintaining a calm, professional tone.
2) Issue Diagnosis & Resolution
Understand technical and operational problems quickly.
Guide clients step-by-step toward resolution or escalate internally when needed.
3) Platform Guidance & Education
Help clients understand how to use features effectively.
Provide clear walkthroughs that improve adoption and reduce repeat issues.
4) Ticket Ownership
Manage support tickets end-to-end.
Ensure nothing falls through the cracks and follow up until resolution is confirmed.
5) Proactive Communication
Keep clients informed about updates, changes, or known issues.
Maintain transparency and trust at all times.
6) Collaboration with Tech & Product
Work closely with product and engineering teams to report bugs, share client feedback, and track resolution timelines.
7) Knowledge Base Contribution
Document recurring issues and create internal or client-facing support guides to improve efficiency.
8) Performance Tracking
Monitor response times, resolution rates, and satisfaction scores.
Contribute to improving support KPIs.
-Mandatory
- Fluent spoken and written Arabic and English
- 2–4 years of customer support experience, preferably in SaaS or tech
- Strong communication skills with the ability to explain technical concepts clearly
- Experience using support ticketing systems and CRM tools
- High attention to detail and strong problem-solving ability
- Calm under pressure and comfortable handling multiple clients simultaneously
-Strong Advantage
- Experience in prop-tech, hospitality tech, or property management systems
- Basic understanding of SaaS workflows and dashboards
- Experience supporting B2B clients
What Success Looks Like
- Fast and consistent response times
- High first-contact resolution rate
- Strong client satisfaction scores
- Reduced repeat tickets through clear guidance
- Positive client feedback and strong retention support
Why Join Us?
1) Be at the Frontline of Growth
Your work directly impacts client retention and revenue stability.
2) High-Responsibility Role
You won’t be treated like a call center agent.
You’ll be part of a product-driven SaaS team.
3) Competitive Compensation
Strong salary, performance recognition, and long-term growth potential.
If you’re bilingual, solutions-focused, and genuinely care about client experience, this role will give you ownership, visibility, and room to grow.
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