Customer Experience Lead
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ملخص الوظيفة
We are partnering with a newly established high-potential marketplace startup in the UAE to build their founding team.
At Uplift we work closely with our clients not only to fill roles but to shape the core teams that will define their success. These positions are part of the initial leadership layer offering a rare opportunity to join at an early stage and directly influence how the business product and customer experience are built from the ground up.
If you enjoy fast-paced environments high ownership and turning ideas into reality this could be a very exciting opportunity to be part of something early and impactful.
Key Responsibilities
Own the end-to-end transaction engine of our marketplace from checkout shipment delivery confirmation dispute handling seller payout ensuring SLAs low exception rates accurate payouts and a scalable operating model.
Transaction Journey (payment -delivery-customer support)
- Payments & payouts: workflow reconciliation (PSP ledger bank) refunds chargebacks edge cases
- Delivery & logistics: partner SLAs exception handling (lost/damaged) packaging standards returns
- Disputes & Claims: investigation flow resolution playbooks fraud/abuse flags seller/buyer protection rules
Infrastructure
- Build SOPs across payments / delivery / disputes define RACI handoffs and escalation rules
- Set up dashboards and reporting: SLA performance exception rates refund/chargeback rate payout accuracy dispute turnaround time
- Create partner scorecards weekly performance rhythm (QBRs root-cause corrective actions)
- Own customer-facing ops content: Help Center FAQs policy pages T&Cs User Agreements (with legal)
- Define tooling/process baseline: ticket tagging taxonomy macros knowledge base structure and QA checks
What Were Looking For
- 3-5 years of Marketplace experience in high daily transaction platform (Noon/Amazon/Namshi/Ounass or similar)
- Strong delivery/logistics understanding analytical mindset (reconciliation root-cause SLA optimization)
- Hands-on detail-obsessed and comfortable building from zero
- Strong cross-functional collaboration (product tech finance partners legal)
- Arabic and previous experience in the UAE is preferred
Compensation and Benefits
- Up to AED 20K/month meaningful stock options
- High-ownership role building one of the regions first social-first resale platforms
- Preferably own visa or golden visa holder
