Customer Support Specialist

Role Overview

Customer Support Specialist at Foodics, a leading restaurant management ecosystem and payment technology provider headquartered in Riyadh with offices across the MENA region and beyond. This position is based in Khobar and operates on-site.

Company Overview

Foodics is a SaaS company founded in 2014 serving customers and partners in over 35 countries. The company operates offices across 5 countries including UAE, Egypt, Jordan, and Kuwait. Foodics has processed over 6 billion orders and has raised three rounds of funding, including $170 million in the largest SaaS funding round in MENA. The team comprises over 30 nationalities working across 14 countries.

Role Purpose

As a Customer Support Specialist in the Center of Excellence, you will be the first line of support for Foodics customers, handling inquiries and requests regarding Foodics products and managing incoming communications. Your primary goal is to provide optimum service at all times, ensuring customer satisfaction and case resolution.

Key Responsibilities

Customer Support & Inquiry Management

• Handle and provide correct answers for client inquiries received at the center of excellence.
• Escalate and follow up with concerned teams at Foodics in case any support is needed until reaching case resolution.

Documentation & Systems

• Document communication logs into the CRM and ticketing systems with accuracy.

Training & Development

• Train clients on using Foodics products using multiple virtual channels.

Reporting & Team Coordination

• Report daily events to team leaders and highlight areas where more attention may be needed.

Qualifications & Experience

• Bachelor's degree in any major (preferred).
• 0–1 year of experience in call center or customer service roles.

Skills & Competencies

• High fluency in English language, especially speaking and communicating verbally (must).
• Excellent typing skills (must).
• Naturally strong in communication with great ability for problem-solving.
• Comfortable in conducting routine tasks while maintaining quality standards.
• Comfortable and skilled in delivering training (preferred).
• Willing to work hard and with autonomy to handle customer cases to case resolution.

Additional Information

• Flexible to work in different shifts in Khobar on-site (must).
• Highly competitive compensation packages including bonuses and the potential for shares.
• Regular training and annual learning stipend to support personal development and career growth.
• Autonomous work environment with mentoring and challenging goals in a hyper-growth company.