Customer Support Agent

Role Overview

• Customer Support Agents are the front line of Bamboo Card's customer experience.
• They handle customer and client queries, document issues accurately, capture evidence and escalate to the correct internal team.
• Agents do not manage suppliers, all supplier escalations go through the Purchasing pillar.
• The role requires strong attention to detail, fast response habits, and clear escalation judgment.
• Handle customer emails, marketplace queries and B2C tickets professionally and within SLA
• Validate, categorise and prioritise incoming tickets accurately
• Troubleshoot and resolve customer issues including invalid codes, delayed deliveries and failed orders
• Escalate supplier-related issues internally to the Purchasing team never contact suppliers directly
• Maintain accurate ticket documentation and tagging in Zendesk
• Meet SLA targets for first response and resolution times
• Maintain high-quality communication and contribute to CSAT improvements
• Follow internal SOPs and ensure proper handover before leave
• Minimum 3 4 years experience in the gift card industry, e-commerce or online marketplace customer support
• Mandatory
• Zendesk proficiency Mandatory
• Strong written communication skills in English, this is a non-voice role
• Ability to work with AI support tools or AI agents Desired
• Strong problem-solving, organisation and attention to detail
• Comfortable managing a high volume of tickets while meeting strict SLA targets
• Experience handling B2B client queries and B2C consumer complaints concurrently Desired
• Competitive salary package aligned to the UAE market
• Visa sponsorship provided
• Health insurance coverage
• Real opportunity to grow with the business and take on expanded responsibilities over time
• Be part of Bamboo Card's next chapter as we scale our platform and expand across new markets
• Work within a collaborative, entrepreneurial team that values ownership and impact