CX Escalation Specialist

soum· Operations
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🌍 Remote📍 CairoRemote, Full time

About this role

About Us:

Soum is on a mission to revolutionise e-commerce in the MENA region and beyond by building the most convenient and trustworthy re-commerce marketplace in the region. We're reshaping how C2C marketplaces operate, making buying and selling second-hand products seamless and reliable. Since our launch in July 2021, Soum has become one of the fastest-growing startups in the region, achieving rapid expansion in both our team and product offerings. In recognition of our impact and growth, we are proud to have been named one of the Top 10 LinkedIn Startups in Saudi Arabia for 2024.

Job Overview

Own customer support tickets from creation through resolution, ensuring timely, accurate, and professional handling of every case. Deliver high-quality support by resolving customer issues efficiently, maintaining clear communication throughout the process, documenting interactions accurately, and collaborating with internal teams when escalation is required to provide the best possible customer experience.

Role & Responsibilities:

  • Pick up unassigned tickets from the queue within the assignment SLA and take full ownership until closure.

  • Resolve buyer and seller issues at first contact using the knowledge base, order data in the internal system, and available self-service actions.

  • Log every ticket with accurate category, subject, and resolution notes so reporting stays clean and root causes remain traceable.

  • Trigger auto-refund and reverse payment flows for the four defined scenarios without escalating.

  • Escalate only when the issue falls outside Tier 1 authority, and only with a documented resolution attempt attached.

  • Close the loop with the customer on the original channel before marking a ticket resolved.

  • Flag repeat issues and knowledge gaps to the Team Lead so the root cause reaches the owning team.

  • Maintain accuracy and tone standards in every written response, in both Arabic and English.

Requirements:

  • 1 to 3 years in customer support, operations, or marketplace support.

  • Fluent in Arabic and working English, written and spoken.

  • Comfortable working across multiple systems within a single case.

  • Writes clearly and briefly under time pressure.

  • Accountability mindset: owns the outcome, not the reply.

  • Willingness to work rotational shifts, including weekends, as required

Frequently Asked Questions

Is the salary disclosed for the CX Escalation Specialist position at soum?
The salary for this CX Escalation Specialist role at soum is not publicly listed. Click "Apply Now" to learn more about the compensation package on their official careers page.
Is the CX Escalation Specialist job at soum remote?
Yes, this CX Escalation Specialist position at soum is remote, with team members based in Cairo. You can work from home or anywhere in the supported regions.
Is the CX Escalation Specialist role at soum full-time or part-time?
This is listed as a Remote, Full time position. It is posted as a CX Escalation Specialist role in the Operations department at soum.
Which team or department does the CX Escalation Specialist at soum belong to?
This CX Escalation Specialist position is part of the Operations department at soum. See the full job description for more information about the team structure and responsibilities.
How do I apply for the CX Escalation Specialist position at soum?
Click the "Apply Now" button on this page. You will be redirected to soum's official application portal hosted on lever where you can submit your application directly.
When was the CX Escalation Specialist job at soum posted?
This CX Escalation Specialist position at soum was posted on Jul 21, 2026. Apply as soon as possible — early applications are often reviewed first.
CX Escalation Specialist
soum
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You'll be redirected to soum's official application page on Lever.