Customer Support Specialist

### About Lucidya Lucidya 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 Matters At 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 Do - Serve as the first point of contact for customer inquiries across multiple channels, including live chat, email, and our ticketing platform. - Deliver exceptional customer support in both Arabic and English. - Investigate, troubleshoot, and resolve customer issues independently wherever possible. - Perform initial debugging and quality checks before escalating technical issues to the Technical Support team. - Accurately document customer interactions, troubleshooting steps, and resolutions within our ticketing system. - Manage customer expectations by providing clear updates, timelines, and proactive communication throughout the support process. - Collaborate closely with Technical Support and Engineering to ensure timely issue resolution. - Contribute to maintaining and improving internal knowledge base articles and support documentation. - Identify recurring customer issues and share feedback to improve product quality and support processes. - Participate in quality assurance reviews and continuously improve service standards. - Support our evolving 24/7 customer support operation through a rotational shift schedule, including evenings and weekends. ### What Success Looks Like Within your first 90 days, you'll: - Develop a strong understanding of the Lucidya platform, products, and customer workflows. - Become confident navigating our support tools and internal processes. - Successfully manage customer inquiries independently. - Demonstrate strong product knowledge and effective troubleshooting skills. - Build productive working relationships with Technical Support and Engineering teams. - Consistently achieve key customer support metrics, including First Response Time (FRT), First Contact Resolution (FCR), and Customer Satisfaction (CSAT). ### Who You Are - 2+ years of experience in a Customer Support Specialist, Customer Support Agent, or similar customer-facing support role. - Current experience supporting customers in a SaaS environment (required). - B2B SaaS experience is strongly preferred. - Fluent in both Arabic and English, with excellent written and verbal communication skills. - Comfortable explaining technical concepts to non-technical customers. - Strong problem-solving and analytical skills with the ability to troubleshoot customer issues independently. - Experience working with support and collaboration tools such as Intercom, Jira, CRM platforms, or similar ticketing systems. - Comfort…