Customer Service Representative

We're looking for an experienced Customer Support & Platform Operations professional to manage live user support, moderation, and KYC verification for a dynamic social media platform. The role involves handling tickets, collaborating with tech teams, ensuring policy compliance, and delivering a professional, high-quality user experience across multiple channels.

Job Responsibilities:

Provide customer support via Email & Live audio chat for issues like KYC, withdrawals, login, rewards, coin purchases & live stream access.

Use JIRA to manage and track user issues: create and assign tickets, update communication logs, and follow up through to resolution.

Collaborate with technical and remittance teams to address bugs, payment concerns, and other escalated issues.

Monitor live streaming sessions to identify policy violations; issue warnings or take disciplinary actions (ban/suspend) & document all cases in detail.

Review and approve user profiles and video content to ensure authenticity, quality, and compliance before granting Host status.

Manage the admin panel of a social media platform to handle user requests, update records & perform moderation tasks.

Enable or restrict live streaming privileges for users based on platform guidelines.

Review & verify KYC documents that fail auto-verification, coordinating with the KYC team and maintaining accurate logs.

Respond to user feedback and reviews on Google Play, App Store, and social media channels to uphold a positive brand image.

Job Specifications:

Minimum of 5 years of experience in a Customer Support or similar role within a tech-driven company.

Proficient with tools such as JIRA, MS Office, ticketing systems, Admin Panels or CRMs.

Strong understanding of Social Media Platforms and their operational dynamics.

Hands-on experience in email-based and Live (voice) customer support.

Familiarity with working in collaboration with Operations and Technical teams.

Comfortable with rotational shifts, including 24/7 availability (5 working days per week).

Excellent verbal & written communication skills in English, preferred Arabic Speaker if possible.