Customer Support Representative (B2B)

About the role

We are seeking a professional, customer‑focused Customer Support Representative to assist Warah’s business clients across Kuwait. The role involves handling inquiries, resolving technical and operational issues, and ensuring a fast, professional support experience through Zendesk and other approved channels.

Key responsibilities

• Provide B2B support via Zendesk, email, phone, and other communication tools.
• Receive, prioritize, and resolve support tickets within agreed response times.
• Assist clients with questions about Warah’s features, system settings, and daily usage.
• Troubleshoot technical and operational issues, delivering clear step‑by‑step solutions.
• Escalate complex issues to product or development teams and follow up until resolution.
• Maintain accurate documentation of issues, actions, and resolutions in Zendesk.
• Monitor open tickets to ensure no request is left unattended.
• Identify recurring problems and share insights with product and development teams.
• Support new client onboarding and create help‑center articles, FAQs, and internal guides.
• Collect customer feedback and report improvement opportunities.

Required profile

• Bachelor’s degree in business, information systems, communications, or a related field.
• Previous B2B customer support, help‑desk, or customer success experience.
• Fluency in Arabic and English, both written and spoken.
• Strong communication, problem‑solving, and organizational skills.
• Ability to manage multiple requests and work effectively under pressure.
• Experience in SaaS, HR technology, or business software is a plus.

Required skills

• Zendesk ticket‑management platform.

What we offer

• Opportunity to join a growing Kuwaiti technology company.
• Hands‑on experience in SaaS and HR technology.
• Professional development and career‑growth opportunities.
• Collaborative, performance‑focused work environment.
• Competitive salary with performance‑based incentives.