Join our team and build your career with us
We are hiring a proactive Customer Support Specialist with strong knowledge in the use of mobile apps, smartphones, and digital tools to support users of our Fitness & Wellness apps across the Middle East.
This is a customer support role, not an engineering or IT position. However, the successful candidate must be highly tech-savvy and able to understand how mobile apps work, navigate Android and iOS settings, investigate user-reported issues, and guide users through troubleshooting steps before escalating a case.
The role also includes community moderation, user engagement, issue reporting, and maintaining clear customer-support documentation using AI tools and Google Workspace.
Key Responsibilities
1. Customer & Technical Support
Develop a strong understanding of the app’s features, user flows, behaviors, and business logic
Respond to customer inquiries across support channels in a professional, clear, and empathetic manner.
Investigate user-reported issues using structured troubleshooting and critical thinking, and guide users through appropriate resolution steps.
Document and follow up on unresolved or recurring issues, escalate when necessary, and identify patterns that may help improve the overall user experience.
Communicate effectively with Arabic-speaking users while maintaining professional English communication for internal coordination and documentation.
Resolve issues independently whenever possible and escalate only when deeper technical investigation is required.
2. Content Moderation + Community Engagement
Review and moderate user-generated content to ensure it follows community guidelines and maintains a safe and positive environment.
Engage with users on the app to encourage participation.
3. CX Operations & Documentation
Analyze recurring complaints, technical issues, and user feedback to identify patterns and improve the overall customer experience.
Create, update, and organize customer support templates, FAQs, tutorials, troubleshooting guides, and internal documentation.
Maintain and improve clear troubleshooting guides and workflows for common customer and technical support cases.
Maintain records of customer incidents, complaints, recurring issues, and escalations.
Take ownership of user issues by troubleshooting and resolving them independently whenever possible, escalating only when deeper technical investigation or intervention is required.
Use AI tools and Google Workspace to support customer communication, documentation, feedback analysis, organization, and overall workflow efficiency.
Requirements
1-3 years of experience in customer support, customer experience, mobile app support, or a similar role.
Strong familiarity with mobile apps and digital products; previous experience supporting a mobile app is highly preferred.
Highly tech-savvy and confident navigating Android and iOS apps, smartphone settings, app permissions, synchronization settings, and digital platforms.
Strong troubleshooting and critical-thinking skills with a systematic approach to investigating user issues.
Able to clearly document app issues using screenshots, screen recordings, device/app information, and step-by-step descriptions.
Native Arabic speaker
Good written and spoken English for internal communication and documentation.
Comfortable using Google Workspace, particularly Google Drive, Google Sheets, and shared documentation.
Proficient in using AI tools for customer support, documentation, analysis, and daily work.
Professional, patient, organized, and able to independently manage multiple support cases and follow-ups.
Must be able to commit to the fixed working days: Monday, Wednesday, Friday, Saturday, and Sunday.
Preferred
Previous experience supporting mobile apps, digital platforms, fitness apps, health apps, subscription services, or rewards-based applications.
Experience working with ticketing systems, bug reporting, or technical escalation processes.
Familiarity with Android and iOS app troubleshooting.
What We Offer
We are a well-established Health & Wellness start-up developing digital tools and mobile apps with a mission to help people build healthier habits.
Fully remote position with the flexibility to work from home.
A positive, collaborative, and supportive working environment.
The opportunity to work closely with our product and technical teams and gain hands-on experience in mobile app customer support and troubleshooting.
A role where your feedback and insights from users can directly contribute to improving the app and overall user experience.
An international environment supporting users across different Middle East markets.
How to Apply
Please send the following to jobs@beyou.digital
Your CV
A short motivation letter summarizing your mobile app customer support experience and your proficiency with AI agents
Only applicants who submit both their CV and motivation letter will be considered.
