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Arabic speaker Account Manager Home Services | KSA

Stryber AG

Stryber AG

Sales & Business Development
Riyadh Saudi Arabia
Posted on Thursday, August 17, 2023

We are Stryber, the leading independent corporate venture and venture studio builder in Europe, the Middle East, and Asia-Pacific 🚀

We build ventures and venture studios for renowned corporations and investment funds, helping them innovate, deliver substantial growth, and drive shareholder value. Our latest endeavor is a cutting-edge Home Renovations venture in Saudi Arabia.

Venture Overview

Currently in stealth mode, our Home Renovations venture will first go-to-market by enabling homeowners to transform their homes and allowing them to make their residences more efficient (think smart homes and energy efficiency)... hold your horses though - there’s a whole lot more to come down the line. In a nutshell, our venture serves as a marketplace connecting vetted service providers with customers looking to turn a house into their very own modern home.

Position Overview

As the first Account Manager for our Home Renovations marketplace, you will shape the future of a rapidly growing early-stage startup. We are looking for someone to join our team and help bridge the gap between customers and service providers in the early stages of launch and beyond. Quality control and premier service delivery is crucial to the success of our venture. We want someone that is as passionate about solving problems for customers as we are. The ideal candidate is passionate about providing a state-of-the-art customer experience, understands how to vet, onboard and manage supply-side accounts in a tech-enabled, two-sided marketplace, has excellent communication skills, and is interested in helping customers renovate and innovate their homes. If you're ready to take the reins and help drive our company to new heights, apply now! 🚀

Your Responsibilities

  • Source, onboard, vet (i.e. conduct due diligence) and manage home renovations service provider accounts
  • Manage customer inquiries and complaints regarding their home renovation projects across various communication channels, primarily via phone and chat (WhatsApp and CRM live chat) but also via email
  • Provide accurate information and creative solutions to customer queries, concerns, and complaints
  • Work closely with service providers to help resolve customer experience impediments and eliminate any discrepancies between expectations and delivery
  • Handle customer issues and escalations, ensuring timely resolution and maintaining customer satisfaction
  • Maintain a comprehensive knowledge base of our platform, the services we provide, our terms of use, our service level agreements (SLAs) with service providers, and what processes are in place to address customer inquiries and manage service provider project delivery effectively
  • Collaborate with internal units, such as founding team, operations, product, and tech, to resolve issues between customers and service providers, and drive overall customer success
  • Proactively identify opportunities to enhance customer experience and to improve the platform’s role in managing supplier-customer relationships and provide feedback to the relevant teams
  • Identify and report product or service-related trends or issues that impede customer success or weaken service provider performance to the appropriate teams
  • Set up and manage highly organized and detailed records of stakeholder interactions (service providers and customers alike), transactions, comments, and complaints, preferably using a CRM tool
  • Summarize insights and learnings in weekly reports
  • Track and update service provider account management and customer success key performance indicators (KPIs)
  • Strive to meet and exceed individual and team performance targets

Your Qualifications & Experience

  • Proficiency in English and Arabic (i.e. written and verbal proficiency) is a must
  • Prior experience in account management, preferably in a tech-based marketplace venture
  • Additional experience in customer success or customer service is preferred
  • Excellent verbal and written communication skills
  • Vigorous problem-solving and critical decision-making capabilities
  • Empathy and patience when dealing with customer concerns
  • Ability to multitask and manage time effectively
  • Detail-oriented with excellent organizational skills
  • Ability to work independently and as part of a team in a fast-paced environment
  • Adaptability to rapidly changing processes and procedures
  • Genuine interest in home renovations and efficiency solutions
  • Effectiveness in communicating and building strong relationships with members of small-to-medium home renovations contracting companies
  • Go-getter pathos, energetic personality, and never give up attitude is a must
  • Aptitude for learning and self-improvement is a must
  • Proficiency in using customer service software and CRM tools (such as HubSpot or Pipedrive) is preferred

The Benefits

  • Unparalleled opportunity to work at a venture-backed startup that has already been validated and is now in the process of scaling up
  • Chance to work on a game-changing venture that offers ample room for both professional and personal growth
  • Quick and easy onboarding process to ensure a smooth transition into your new role
  • Continuous support of Stryber, a premier venture building unit, and its team for the first few months of your startup journey

Additional Information

  • Expected to be on-site 3-4 days a week at our office in Riyadh, Saudi Arabia
  • Expected to work ~40 hours per week, Sunday through Thursday
  • Offer will be extended as a fixed-term contracting role with the opportunity to turn into a full-time position once the venture has been launched and carved out
  • Must either be sponsored resident in Saudi Arabia (Iqama holder) or be a GCC national
  • Occasional weekend / afterhours work may be required (incl. overtime compensation)