Senior Customer Service Associate

Company DescriptionLIBRA Sport offers innovative sportswear solutions designed for women who prefer modest attire. Using high-tech textile technology, LIBRA creates performance-oriented products that empower women to achieve their maximum potential in sports. The brand is dedicated to combining functionality with innovation to meet the unique needs of active women. LIBRA Sport is committed to inclusivity and quality in the sportswear industry.About the Role We're looking for a Senior Customer Experience Specialist to own the customer experience at Libra Sportswear. You'll handle complex customer cases, guide the moderation team on day-to-day operations, and make sure our returns and exchange process runs smoothly and consistently.What You'll DoHandle customer inquiries, complaints, and escalations across all channels — social media, DMs, marketplaces, and direct callsManage and guide the moderation team, ensuring consistent tone, quality, and response standardsOwn the returns and exchanges process — making sure policies are applied correctly, and operations run without frictionManage community across digital platforms — comments, DMs, and reviewsIdentify recurring issues and flag patterns to the marketing teamMaintain and improve response guidelines and communication standardsWhat We're Looking For3–5 years of experience in customer experience or community managementPrevious experience guiding or supervising a small teamFluent in Arabic and English — written and spokenStrong communicator with a customer-first mindsetComfortable managing high volumes across multiple platforms simultaneouslyFamiliarity with e-commerce operations — returns, exchanges, order managementBonus PointsBackground in fashion, lifestyle, or e-commerce brandsExperience with AI-powered customer service toolsExperience with Shopify, Jumia, or noon