Job Overview
Location
Egypt
Job Type
Contract
Category
Product Management
Date Posted
June 26, 2026
Full Job Description
đź“‹ Description
- • Provide high-quality customer support to U.S.-based clients via phone, email, and text communications during U.S. business hours (9:00 AM - 5:00 PM).
- • Respond to customer inquiries regarding products, services, orders, account management, and technical issues with accuracy and professionalism.
- • Troubleshoot and resolve customer problems promptly while maintaining ownership of the customer experience until full resolution.
- • Assist customers with order tracking, modifications, returns, and cancellations using internal systems and CRM platforms.
- • Update and verify customer account details, profiles, and personal information within CRM systems to ensure data integrity.
- • Document all customer interactions in detail, including inquiries, resolutions, and follow-ups, within designated CRM platforms.
- • Identify recurring customer issues and escalate trends to leadership with actionable insights for process improvement.
- • Collaborate with sales, operations, and product teams to resolve complex customer concerns and align on customer feedback.
- • Communicate customer feedback and suggestions to internal stakeholders to support product and service enhancements.
- • Deliver consistent, empathetic, and professional service that builds customer loyalty and aligns with company service standards.
- • Maintain calm and composure when handling difficult or high-pressure customer interactions.
- • Ensure all customer records are accurate, complete, and up to date to support quality assurance and compliance requirements.
- • Contribute to continuous improvement of support workflows by identifying inefficiencies and recommending process optimizations.
- • Support cross-functional initiatives aimed at improving overall customer experience and operational efficiency.
- • Adhere to company protocols for customer communication, data privacy, and escalation procedures.
- • Meet performance metrics related to response time, resolution rate, customer satisfaction, and documentation accuracy.
- • Participate in training sessions and quality assurance reviews to maintain and improve support standards.
- • Demonstrate a customer-first mindset by proactively anticipating needs and exceeding service expectations.
- • Contribute to a positive team culture through collaboration, accountability, and constructive feedback.
🎯 Requirements
- • 2+ years of experience in customer service or customer support roles
- • Experience providing customer support via phone, email, and text
- • Experience resolving customer inquiries and troubleshooting issues
- • Experience supporting customer orders, returns, and account management
- • Experience documenting customer interactions within CRM systems
- • Excellent verbal and written English communication skills
🏖️ Benefits
- • Fully remote work arrangement
- • Work during U.S. business hours (9:00 AM - 5:00 PM)
- • Opportunity to grow into Customer Success or Customer Support leadership roles
- • Collaborative environment with cross-functional teams
- • Exposure to U.S.-based clients and global customer service standards
- • Regular training and quality assurance development
Skills & Technologies
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About Scale Army
Scale Army Careers is a remote-talent marketplace that sources, vets and places top sales, marketing and technical professionals across Latin America and Africa into full-time roles with high-growth U.S. companies. Operating under the same umbrella as Scale Army, the platform pairs candidates with vetted 40-hour-per-week engagements, provides onboarding guidance, monthly check-ins and equipment stipends, and channels consistently strong performers into progressively higher-impact opportunities to build long-term, dollar-based careers.
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