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CX Specialist (Dubai)

fresha
On-site
Posted 11 months ago
Customer Experience
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Job Description

Role overview
Given our exciting and progressive growth plans, we are looking for an exceptional B2B Software Support Specialist to come and join our global Software as a service business.
Working collaboratively with partners, you will be accountable for  Support tickets and communicate via different channels email, voice/phone, live chat, Social Media, WhatsApp, and SMS at Fresha. 
This is a great opportunity for someone looking to work in a fast-paced and changing environment, who likes to work autonomously, enjoys a challenge and wants to make an impact.

Responsibilities

Delight our partners and their clients

  • Resolve support tickets and partner contacts (from various channels and sources) using our ticketing system Hubspot, and support our partner’s clients
  • Identify the root cause of issues and problems our partners are experiencing and proactively flag recurring issues, bugs and contact trends to your TL and the Fresha product teams
  • Take a consultative approach to supporting our partners to make sure they are getting the most out of our software to drive partner retention
  • Find creative solutions to partner problems and identify opportunities to improve our partners experience with Fresha and to generate more revenue for the business
  • Be a proactive problem solver, going the extra mile to delight our partners

    • Testing and investigating

  • Proactively test and investigate problems that our partners raise in our software
  • Reproduce the issues and problems in your own test account and test solutions to the problem that you are solving
  • Maintain your own test account and make sure all features and functionality are up to date, active and usable for testing purposes

    • High Performance

  • Be a high performer in the team, exceeding expectations in product knowledge, KPI achievement and living the values of Fresha
  • Adhere to our Service Level Agreement (SLA) and prioritise timely resolution of tickets 
  • Take responsibility for your own performance and development, constantly learning and developing in the role and progressing through the CX structure
  • Support your CX colleagues to achieve their targets and become high performers
  • Constantly strive to raise the standards across the team to create a high performing culture

    • How to be successful at Fresha

  • Curious problem solver, you want to get to the root cause of problems and find creative solutions to exceed our partners expectations
  • Passionate about delighting our partners and their clients so they never want to leave Fresha and advocate for the brand
  • Deliver high quality written responses in English to partner questions and queries
  • Technical mindset, comfortable using, navigating and explaining how to use our multifaceted Health and wellness software
  • Ability to work at pace, continually learning as our software continue to grow and evolve
  • Comfortable dealing with ambiguity and learning through testing and using the product  
  • Enthusiasm, positivity and a can do attitude
  • Comfortable taking feedback on board, applying it to your daily activities and demonstrating humility

    • Ready to Apply?

    Take the next step in your career journey

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    About the job

    Posted on
    Oct 21, 2025
    Job type
    Full-time
    Location
    DubaiOn-site

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