About LucidyaLucidya is an AI-native platform for customer experience (CX) intelligence that manages entire customer lifecycles autonomously, from initial engagement through retention and growth.Unlike platforms that only surface insights and leave the action to you, Lucidya completes the loop with proprietary Natural Language Understanding (NLU) capabilities developed entirely in-house and trained on millions of multilingual conversations. Our platform empowers marketing, customer support, CX, and research teams to deliver personalized experiences that drive measurable improvements in customer satisfaction, retention, and lifetime value.Why This Role MattersAt Lucidya, customer support is more than answering tickets - it's a critical part of the customer experience. As we scale our global customer base and move towards 24/7 support coverage, we're building a world-class support function that delivers fast, knowledgeable, and proactive service.As a Customer Support Specialist, you'll be the first point of contact for our customers, helping them resolve issues, navigate the platform, and ensuring every interaction leaves a positive impression. You'll work closely with our Technical Support and Engineering teams, troubleshooting problems, escalating complex issues when needed, and helping us continuously improve the customer experience.Your ability to communicate clearly, solve problems efficiently, and build trust with customers will have a direct impact on customer satisfaction and retention.What You'll DoServe as the first point of contact for customer inquiries across multiple channels, including live chat, email, and our ticketing platformDeliver exceptional customer support in both Arabic and EnglishInvestigate, troubleshoot, and resolve customer issues independently wherever possiblePerform initial debugging and quality checks before escalating technical issues to the Technical Support teamAccurately document customer interactions, troubleshooting steps, and resolutions within our ticketing systemManage customer expectations by providing clear updates, timelines, and proactive communication throughout the support processCollaborate closely with Technical Support and Engineering to ensure timely issue resolutionContribute to maintaining and improving internal knowledge base articles and support documentationIdentify recurring customer issues and share feedback to improve product quality and support processesParticipate in quality assurance reviews and continuously improve service standardsSupport our evolving 24/7 customer support operation through a rotational shift schedule, including evenings and weekendsWhat Success Looks LikeWithin your first 90 days, you'll:Develop a strong understanding of the Lucidya platform, products, and customer workflowsBecome confident navigating our support tools and internal processesSuccessfully manage customer inquiries independentlyDemonstrate strong product knowledge and effective troubleshooting skillsBuild productive working relationships with Technical Support and Engineering teamsConsistently achieve key customer support metrics, including First Response Time (FRT), First Contact Resolution (FCR), and Customer Satisfaction (CSAT)RequirementsWho You Are2+ years of experience in a Customer Support Specialist, Customer Support Agent, or similar customer-facing support roleCurrent experience supporting customers in a SaaS environment (required)B2B SaaS experience is strongly preferredFluent in both Arabic and English, with excellent written and verbal communication skillsComfortable explaining technical concepts to non-technical customersStrong problem-solving and analytical skills with the ability to troubleshoot customer issues independentlyExperience working with support and collaboration tools such as Intercom, Jira, CRM platforms, or similar ticketing systemsComfortable working across multiple systems and managing several customer conversations simultaneouslyHighly organized, customer-focused, and able to thrive in a fast-paced environmentBachelor's degree or equivalent qualificationNice to HaveExperience supporting enterprise or government customersFamiliarity with customer engagement, social listening, or customer experience platformsExperience contributing to knowledge bases or process documentationExposure to QA processes or customer support performance metricsWhy You'll Love Working HereJoin one of the region's leading AI-native technology companiesWork alongside talented teams building products used by leading enterprises and government organizationsHelp shape a growing Customer Support function with opportunities to influence processes and best practicesRemote-first working environmentContinuous learning and career development opportunitiesCollaborative, inclusive, and high-performance culture where your impact is visibleHiring ProcessTalent Acquisition ScreeningHiring Manager InterviewPractical Assessment (if applicable)Final InterviewOffer