Community Support Specialist

We are looking for a dedicated and enthusiastic Community Support Specialist to join our Fintech team.

This role involves engaging with our community of clients and investors, providing exceptional support,

and ensuring a positive experience throughout their journey with us. The ideal candidate will be a

proactive communicator, problem-solver, and brand ambassador who can foster strong relationships

within our community.

Key Responsibilities:

Customer Engagement:

• Act as the primary point of contact for community members, responding promptly to inquiries through various channels, including chat, calls, social media, email, and online forums
• Engage with customers to build a positive relationship, answer questions, and provide support related to our services

Community Management:

• Monitor community platforms to maintain a positive and supportive environment, addressing concerns, and escalating issues when necessary
• Identify trends in community feedback and report insights to internal teams for continuous improvement

Support and Problem Solving:

• Assist customers with account issues, technical difficulties, and other concerns by providing clear and effective solutions
• Troubleshoot customer issues and collaborate with internal teams to resolve problems promptly

Feedback Collection and Reporting:

• Collect feedback from the community to understand their needs and pain points
• Prepare reports on community engagement, common issues, and suggestions for enhancing the customer experience

Knowledge Base Management:

• Contribute to the creation and maintenance of FAQs, guides, and other support resources to empower community members with self-service tools
• Regularly update the knowledge base with new information as products or services evolve

Event Coordination:

• Assist in organizing and executing virtual or in-person community events, webinars, or meetups to foster engagement and build relationships
• Support promotional efforts for events and participate as a representative of the company

Legal Documentation and Compliance:

• Create, print, and fill in all contracts/reservation forms for property investments
• Manage signatures and stamps for all necessary documents
• Handle courier services for document delivery and ensure timely processing of all paperwork

Requirements

• Bachelor's degree in Communications, Finance, Economics, Business, or a related field
• 2+ years of experience in customer support, community management, or a similar role
• Excellent verbal and written communication skills in both English and Arabic
• Very Strong numerical skills
• Good excel knowledge
• Strong interpersonal skills with a passion for helping others and building relationships
• Ability to manage multiple priorities in a fast-paced environment
• Proficiency with social media platforms, community management tools, and CRM systems
• Problem-solving skills with a proactive and empathetic approach

Preferred Skills:

• Experience in the real estate, investment, or tech industry
• Familiarity with online forums, social media strategies, and community engagement best practices
• Experience organizing and hosting virtual events or webinars