About RemotePass
RemotePass is a leading global platform transforming the way businesses access and manage top talent. Recognized as one of G2’s Top 100 Fastest Growing Software Products; we’re on a mission to break down geographical barriers and create a world where exceptional talent can thrive anywhere.
By streamlining global hiring, onboarding, payroll, and compliance, RemotePass empowers organizations to build high-performing remote teams. Our platform is designed to improve the lives of millions of workers worldwide by providing them unprecedented opportunities to connect with global employers and reach their full potential.
We are backed by world-class investors: Endeavor Catalyst, Khwarizmi Ventures, Oraseya Capital, Flyer One Ventures, Access Bridge Ventures, A15, Swiss Founders Fund and Plug & Play.
Job Overview
The Customer Support Agent is responsible for delivering exceptional service to RemotePass users across chat and email. You’ll handle a wide range of inquiries related to platform usage, payments, and account management, ensuring quick, accurate, and empathetic resolutions. By collaborating with cross-functional teams and driving high Customer Satisfaction (CSAT) scores, you will play a key role in building trust and loyalty with our customers.
This role requires flexibility to work in shifts to support our global customer base.
Responsibilities
- Provide technical support in Arabic, ensuring precise and professional communication with users
- Contribute to building and maintaining the Arabic Help Center, including drafting and localizing articles, FAQs, and guides.
- Ensure consistent tone, terminology, and accuracy across all Arabic customer communications.
- Problem Resolution: Diagnose and resolve issues related to platform usage, payments, account management, and technical challenges.
- Knowledge Base: Contribute to and maintain a clear, up-to-date knowledge base to empower customers and improve efficiency.
- Customer Satisfaction: Strive to exceed expectations by delivering accurate, timely, and empathetic support.
- Collaborate with Product, Tech, and CSM to flag issues, suggest improvements, and optimize user experience.
- Customer Satisfaction: Keep records of customer interactions clear and accurate, spot patterns in recurring issues, and suggest practical ways to improve workflows and the overall user experience
- Process Improvement: Log and track interactions accurately, highlight recurring issues to the manager, and propose solutions to improve workflows and user experience.
- Shift Flexibility: Be open to working across different time zones, including evenings or weekends when needed
Qualifications
- 3+ years of experience in technical or customer support in Arabic, preferably in Fintech and payments
- Fluent in Arabic and English, with strong technical vocabulary in Finance.
- Proficiency with customer support tools such as Intercom, Zendesk, JIRA, Excel, or similar platforms.
- Strong troubleshooting skills, particularly with payment-related issues.
- Ability to simplify complex topics and communicate them clearly in a customer-friendly manner.
- A customer-first and proactive mindset,able to contribute to scaling support processes, not just answering tickets
Preferred Qualifications
- Experience or knowledge of the fintech or HR-tech industries.
- Understanding of payment operations and compliance.
- Prior experience working in remote-first or startup environments.
What We Offer - Opportunity to work remotely from anywhere in the world.
- Competitive compensation and career growth opportunities.
- Premium health insurance.
- Be part of a fast-growing company shaping the future of borderless work.