Customer Support Operations Specialist – Wago App Full-Time, On-SiteRole OverviewWago is Egypt’s first all-in-one pet care app, offering pet services, pharmacy, same-day delivery, and an at-home grooming van.We are looking for a reliable and detail-oriented Customer Support Operations Specialist to manage customer inquiries, confirm bookings, organize daily schedules, and ensure a smooth experience for every pet parent using Wago. This role is essential in protecting the brand’s reputation and maintaining high customer satisfaction while supporting the daily flow of operations.Key Responsibilities•Respond to customer inquiries through phone, Whats App, Instagram, and the Wago app in a timely and professional manner•Confirm grooming van and service bookings and coordinate daily appointments with the van team•Organize daily schedules and time slots efficiently to maximize bookings and minimize gaps•Assist in basic route planning based on location and timing to support smooth operations•Send booking confirmations and reminders and ensure customers are fully informed before their appointments•Handle customer complaints calmly and professionally, investigate issues internally, and follow up until resolution•Follow up with customers after services to collect feedback and maintain strong relationships•Escalate complex issues to management when necessary and maintain accurate records of bookings, complaints, and communicationsQualifications and Requirements•1–3 years of experience in customer service or coordination roles, preferably within e-commerce or service-based businesses•Must be able to work in a fast-paced startup environment•Must have strong English communication skills (spoken and written)•Strong verbal and written communication skills in Arabic•Ability to handle complaints professionally and remain calm under pressure•Highly organized with strong attention to detail•Comfortable using Excel, Google Sheets, and digital communication platforms•Ability to manage schedules, organize time slots, and handle multiple bookings efficiently•Ability to multitask, prioritize, and manage time effectively•Strong sense of responsibility, accountability, and ownership