📍 Location: Riyadh, Saudi Arabia | Type: Full-Time

Be the Voice. Solve the Problem. Elevate Every Merchant Experience.

At Zid, merchants are at the center of everything we build. From launching their first store to scaling across marketplaces, our mission is to ensure they feel supported, confident, and empowered every step of the way.

We’re looking for a Associate, Merchants Care — someone who thrives on helping others, resolving issues with speed and empathy, and delivering support experiences that build long-term trust.

If you’re passionate about service excellence and want to make a real impact in a fast-moving tech environment — this role is for you.

What You’ll Do:

1- Merchant Communication & Issue Resolution

• Respond promptly to merchant inquiries across products, services, and account-related concerns.
• Identify root causes, troubleshoot issues, and provide clear, effective solutions.
• Escalate complex cases when needed while ensuring smooth follow-up and closure.

2- Product Knowledge & Problem-Solving

• Maintain up-to-date knowledge of Zid’s products, tools, and workflows.
• Apply critical thinking to diagnose platform-related issues and guide merchants confidently.

3- Documentation & Quality Assurance

• Accurately document all merchant interactions, issues, and resolutions within CRM systems.
• Ensure communication and responses meet company service and quality standards.

4- Merchant Education & Feedback

• Educate merchants on best practices and optimal use of Zid’s platform.
• Proactively collect and share feedback to improve service delivery and product enhancements.

5- Team Collaboration & Adaptability

• Collaborate with Product, Tech, Sales, and Operations teams to resolve cases and improve workflows.
• Adapt quickly to new tools, processes, and product updates.

Who We’re Looking For?

Experience

• 1–3 years of experience in customer service, merchant support, or call center environments (SaaS, eCommerce, or tech is a plus).
• Experience handling inbound inquiries, resolving technical or account-related issues.
• Familiarity with CRM tools and support ticketing systems preferred.

Skills

• Strong verbal and written communication skills.
• High empathy and emotional intelligence when handling merchant concerns.
• Problem-solving mindset with the ability to think critically under pressure.
• Organized and detail-oriented with accurate documentation skills.
• Comfortable navigating digital platforms and learning new tools quickly.

Personal Attributes

• Patient, proactive, and service-driven.
• Positive team player with strong ownership mentality.
• Resilient and adaptable in fast-paced environments.
• Committed to delivering an exceptional merchant experience.

🚀 Ready to be the voice that makes a difference?

If you’re driven to support, solve, and elevate experiences — apply now and join Zid’s journey.