Customer Care Specialist (Remote)

Our Mission

At Pemo, we believe that all business owners deserve to be successful. Business owners deserve to spend their time and money doing what they do best - running their businesses. They deserve to stay in control of their finances, at any point in time, effortlessly! That's why we have built the all-in-one spend management platform that empowers MENA business owners and their teams. With Pemo, company spending becomes easy, fast and transparent. Teams can spend smarter and autonomously. Business owners can run more efficient workplaces and keep control of their finances. Pemo gives superpowers to businesses so they can be bold and fast.

At Pemo, we ...

→ Nurture a friendly & safe environment → Foster a strong sense of collaboration → Trust each other and are positive challengers → Encourage everyone to make courageous decisions → Are no-ego doers → Shoot for the moon and work backwards!

Position Overview:

As part of the Customer Care team, you'll be a vital part of our mission. Your role on the front lines of customer support is crucial to helping our customers achieve their goals. Utilizing your exceptional soft skills, such as empathy, patience, and proactivity, you will contribute to a positive customer experience and play a key role in our growth.

Key Responsibilities:

• Be the preferred entry point for customers facing difficulties on the platform and help them resolve their issues;
• Collaborate with the Operations team, Product team, and the rest of the Customer Success team to provide the best possible answers in the fastest way;
• Work with your colleagues from the Product Team to make the product reliable, bug-free, and fast;
• Identify the repetitive bottlenecks that customers encounter and solve them effectively;
• Be the voice of the customer and provide internal feedback on how Pemo can better serve them;
• Maintain accurate records of customer interactions, issues, and resolutions;
• Stay up-to-date on product development and latest releases;
• Contribute to the development of a rich knowledge base;
• Bring in new ideas to delight our customers.

About You:

• You thrive on delivering exceptional service and are dedicated to ensuring our customers feel heard and valued. Your commitment to resolving issues with empathy and efficiency sets you apart;
• You excel at identifying and resolving customer issues promptly. Your problem-solving skills contribute to a positive customer experience and high satisfaction rates;
• You are curious and a quick learner, with the ability to absorb a large quantity of new information;
• You have strong empathy skills and a real desire to help customers;
• You have strong communication skills in both English and Arabic, written and spoken;
• You love talking to people, feel comfortable approaching them with a problem-solver mindset, and are thorough in your approach;
• You are organized with excellent coordination skills;
• You’re a pro at efficiently multitasking and solving issues in a fast-paced environment;
• Knowledge of CRM tools would be a plus;
• You have at least 1 year of experience in a customer-facing role. Startup & Fintech environments would be preferred;
• You are able to work UAE hours 9am - 6pm following the UAE Calendar (Monday - Friday, public holidays, etc.).

Some cool stuff at Pemo:

• You will work with an international team of experts;
• We give you the freedom to explore and suggest;
• You will learn new things and enter a sector that is growing and will have a direct impact on the company’s future;
• You will be involved in a seed-stage startup backed by prominent international investors (Cherry Ventures, Fintech Collective, Speedinvest, and others) as well as the CEOs of some of the most successful Fintech scale-ups in Europe and South East Asia, such as Nium or Qonto.

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