Senior Customer Support Specialist

About Tazbeat

Tazbeat is building a trusted digital marketplace for home maintenance and handyman services in Egypt.

We connect households with skilled professionals such as electricians, plumbers, painters, and finishing specialists making it easier for customers to find reliable help while helping service providers build a more predictable business.

About the Role

We are looking for Senior Customer Support Specialists to join our foundational operations team.

This is more than a traditional support role. You will support both customers and service providers, handle complex situations and disputes, and help build the systems and processes that will shape Tazbeat's support operation as we grow.

We are looking for someone who can make good decisions independently, stay calm under pressure, and improve the process rather than simply solve the same problem repeatedly.

Key Responsibilities

Customer & Provider Support

• Provide end-to-end support to customers and service providers throughout the booking and service journey.

• Handle complaints, cancellations, delays, no-shows, rescheduling, and service-quality issues.

• Take ownership of complex cases through resolution.

• Adapt your communication style to different users and situations.

• Support onboarding to the service provider.

Conflict & Escalation Management

• Investigate disputes fairly and objectively.

• Make decisions based on facts, company policies, and service standards.

• Handle difficult conversations with empathy and confidence.

Process & Operations

• Help create and improve SOPs, workflows, escalation guidelines, and support processes.

• Identify recurring problems and work with the team to address their root causes.

• Spot friction in the customer and provider journey and suggest practical improvements.

• Support the founding team in building a scalable customer experience operation.

Brand Representation

• Be a professional, reliable, and empathetic representative of Tazbeat.

• Maintain composure in high-pressure situations.

• Balance customer and provider needs while consistently protecting Tazbeat's standards.

What We're Looking For

• Proven experience in senior customer support, escalation management, operations, trust & safety, or a similar role.

• Experience in startups, marketplaces, on-demand services, delivery, mobility, or e-commerce is a strong advantage.

• Native-level Arabic, with excellent command of Egyptian Arabic and cultural fluency.

• Good in English.

• Strong communication, judgment, and emotional intelligence.

• Ability to handle difficult conversations and enforce policies when necessary.

• Comfortable working independently in a fast-paced and sometimes unstructured environment.

• A problem-solving mindset and genuine ownership of customer issues.

What Success Looks Like

You will succeed in this role by:

• Resolving complex cases independently and consistently.

• Maintaining strong customer and provider satisfaction.

• Reducing repeat issues and unnecessary escalations.

• Identifying operational problems and helping improve the systems behind them.

• Contributing to a support operation that becomes more efficient and scalable as Tazbeat grows.

Why Join Tazbeat?

You'll be joining at an early stage where your work can have a real impact.