About Us:
Soum is on a mission to revolutionise e-commerce in the MENA region and beyond by building the most convenient and trustworthy re-commerce marketplace in the region. We're reshaping how C2C marketplaces operate, making buying and selling second-hand products seamless and reliable. Since our launch in July 2021, Soum has become one of the fastest-growing startups in the region, achieving rapid expansion in both our team and product offerings. In recognition of our impact and growth, we are proud to have been named one of the Top 10 LinkedIn Startups in Saudi Arabia for 2024.
Job Overview
Own customer support tickets from creation through resolution, ensuring timely, accurate, and professional handling of every case. Deliver high-quality support by resolving customer issues efficiently, maintaining clear communication throughout the process, documenting interactions accurately, and collaborating with internal teams when escalation is required to provide the best possible customer experience.
Role & Responsibilities:
Pick up unassigned tickets from the queue within the assignment SLA and take full ownership until closure.
Resolve buyer and seller issues at first contact using the knowledge base, order data in the internal system, and available self-service actions.
Log every ticket with accurate category, subject, and resolution notes so reporting stays clean and root causes remain traceable.
Trigger auto-refund and reverse payment flows for the four defined scenarios without escalating.
Escalate only when the issue falls outside Tier 1 authority, and only with a documented resolution attempt attached.
Close the loop with the customer on the original channel before marking a ticket resolved.
Flag repeat issues and knowledge gaps to the Team Lead so the root cause reaches the owning team.
Maintain accuracy and tone standards in every written response, in both Arabic and English.
Requirements:
1 to 3 years in customer support, operations, or marketplace support.
Fluent in Arabic and working English, written and spoken.
Comfortable working across multiple systems within a single case.
Writes clearly and briefly under time pressure.
Accountability mindset: owns the outcome, not the reply.
Willingness to work rotational shifts, including weekends, as required
Skills Required
- 1 to 3 years in customer support, operations, or marketplace support.
- Fluent in Arabic and working English, written and spoken.
- Comfortable working across multiple internal systems within a single case.
- Ability to write clearly and concisely under time pressure.
- Accountability mindset: owns the outcome rather than just replying.
- Willingness to work rotational shifts, including weekends.
- Maintain accuracy and appropriate tone in written responses in both Arabic and English.
What We Do
At Soum, we're on a mission to build a marketplace that enables users to buy and sell anything online with convenience, trust, and ease starting in the MENA market. We began with second-hand electronics in KSA, becoming market leaders, and are now expanding to used cars and collectibles. In just two years, we've facilitated hundreds of thousands of transactions across 150+ locations in the Kingdom, maintained 10,000 active listings at any given time, earned the distinction of being the 10th most downloaded e-commerce app in KSA for 2023, and received more than 5 million app downloads. Our team, Soumers, have worked in over 14 countries from the US to South Korea. We are always on the look out for the best and brightest to join. We look beyond resumes and titles, we look for the innovators, the hungry, the go-getters. We offer them the autonomy to experiment, learn, fail, and grow. Every transaction on Soum is guaranteed; we hold funds until the item is delivered and confirmed by the buyer, thanks to our proprietary fulfillment and payment systems. This ensures a secure and reliable marketplace experience. Soum has pioneered a solution that have transformed digital commerce for sellers in the wider region: Individuals: Enjoy unique home pick-up and delivery services, secure payments, and transaction guarantees for worry-free selling. Small Businesses: Sell faster and reach a wider audience with our dedicated "Merchant App." Teleco and retail partners: Gain optimal returns with bulk-selling options, comprehensive inspections, and efficient warehouse management. We deploy AI models to power our marketplace with personalized recommendations, dynamic pricing, predictive analytics, and fraud detection, ensuring a smarter, safer, and more efficient platform for our users. Soum is backed by local and regional investors including, amongst others, Jahez Group, Isometry Capital, and Al Rajhi Partners and have raised $22Mn to date.
