Customer Experience Specialist

About TempoTempo is an international sportswear brand operating across teamwear (B2B) and sport (D2C/B2C) lines — athleisure, footwear, performance equipment, and club kits. We sell across multiple online stores and channels and fulfil through third-party logistics partners in Egypt and Europe. We move fast, ship globally, and treat customer experience as a core part of the brand.The RoleWe're looking for a Customer Experience Specialist who owns the customer journey from first message to delivered order. This is a dual-facing role: on one side you're the voice of Tempo to customers across every channel; on the other, you're coordinating directly with our fulfillment centers to make sure orders ship correctly, on time, and that service-level commitments are met.You're equally comfortable writing a warm, on-brand reply to a customer and chasing a stuck shipment with a 3PL until it's resolved. You care about response times, resolution quality, and the details that make a brand feel premium.Key ResponsibilitiesCustomer Support (Multi-Channel)Respond to customer inquiries across all channels — email, social media DMs, and whatsapp messages — with fast, accurate, on-brand replies.Resolve order issues: tracking questions, delivery delays, sizing help, product questions, and complaints.Maintain a consistent, professional, and friendly brand voice across every interaction and in both Arabic and English.Own and improve canned responses, macros, and help-center content to handle common questions efficiently.Returns, Exchanges & RefundsManage the full returns and exchanges workflow end to end — from request to resolution.Process refunds, issue exchanges, and coordinate reverse logistics with fulfillment partners.Track return reasons and surface recurring issues (sizing, quality, fulfillment errors) to the relevant teams.Fulfillment & Order OperationsCoordinate daily with fulfillment centers / 3PL partners to ensure orders are picked, packed, and shipped on schedule.Monitor open orders, flag and resolve exceptions (stuck orders, address issues, stock discrepancies, carrier delays).Follow up on inbound and outbound shipments, reshipments, and lost/damaged parcels until closed.Act as the bridge between customers, the fulfillment center, and internal teams.SLA & Performance ManagementOwn and meet service-level targets — first response time, resolution time, fulfillment turnaround, and customer satisfaction (CSAT).Monitor SLA performance daily and escalate breaches before they become customer-facing problems.Report weekly on key CX metrics: ticket volume, response/resolution times, return rates, CSAT, and recurring issue themes.What You'll NeedMust-have1–3 years in customer support, customer experience, or e-commerce operations (DTC / online retail strongly preferred).Fluent written and spoken Arabic and English.Strong written communication — clear, warm, and professional.Comfort working with help-desk / ticketing software (e.g. Gorgias, Zendesk, Freshdesk) and e-commerce platforms (e.g. Shopify).Highly organized, detail-oriented, and able to juggle support and operational follow-up at the same time.A genuine ownership mindset — you chase problems until they're solved rather than passing them along.Nice-to-haveExperience coordinating with 3PLs / fulfillment centers or in an order-operations role.Familiarity with returns/reverse-logistics workflows.Experience in apparel, footwear, or sportswear.A third language (e.g. German) for European-market support.