Senior Customer Support Executive

About NAAR

NAAR is a next-generation social e-commerce platform — think Instagram + Amazon in one — built to transform how sellers and buyers connect. We combine short videos, live commerce, and AI-driven personalization to create a shopping experience that’s social, immersive, and seamless.

We’re currently trialing in India with an early 2026 launch planned for Dubai, Saudi Arabia, and other high-growth markets, backed by UAE-based investors, global partners, and strong funding to accelerate our multi-country rollout.

Our mission is global: to empower sellers everywhere with a platform that drives commerce through content while creating a community-first marketplace.

Role Overview

Head of Customer Executive

This is not a traditional support role — it’s about designing a borderless, content-first service model where buyers and sellers interact seamlessly, no matter their country, language, or currency. Every interaction is an opportunity to build loyalty, trust, and brand love.

You will lead a customer executive engine that matches the speed of social media engagement with the reliability of world-class e-commerce — ensuring consistent, localized, and scalable service across multiple geographies.

Key Responsibilities

• Own and scale the end-to-end global customer executive function — from onboarding to post-purchase support — ensuring frictionless experiences for both buyers and sellers.
• Build, mentor, and scale multi-market, multilingual customer service teams (in-house and outsourced) ready to handle high-volume, high-speed engagement.
• Design SOPs tailored for social commerce and live selling, including real-time event support, content-related dispute handling, community moderation, returns, and fulfillment issues.
• Drive CSAT/NPS improvements using AI-enabled response automation and sentiment analysis while keeping a strong human touch.
• Collaborate cross-functionally with Product, Tech, Marketing, and Logistics to quickly resolve market-specific challenges and ensure global process alignment.
• Establish, monitor, and optimize SLAs and KPIs for different regions, balancing speed, quality, and cultural nuances.
• Ensure omnichannel support — in-app chat, voice, social media DMs, email, and live event interactions.
• Analyze global support trends to identify product gaps, localization needs, and viral growth opportunities from the community.
• Stay ahead of global e-commerce, social commerce, and creator economy best practices to continuously elevate NAAR’s support model.

Key Requirements

• 7+ years in customer executive, preferably in global e-commerce, retail, or consumer tech.
• 3+ years in a leadership role managing multi-region support teams.
• Strong understanding of support platforms (Zendesk, Freshdesk, Zoho Desk, Intercom) and CRM/order management systems.
• Proven track record in scaling customer service internationally.
• Excellent leadership, cross-cultural communication, and problem-solving skills.
• Passion for customer-centric innovation in the social commerce and creator economy space.
• Comfort in a fast-paced, high-growth environment with rapid market expansions.

Preferred Qualifications

• Experience in social commerce, live commerce, or cross-border D2C brands.
• Exposure to multi-country logistics, fulfillment, and payment workflows.
• Strong data-driven decision-making with a strategic, global mindset.
• Experience in AI-enabled customer engagement and localization strategies.

Why Join NAAR?

• Be part of a funded, high-growth social commerce platform backed by UAE-based investors and international networks.
• Shape the customer experience playbook for a platform designed to operate seamlessly across multiple countries.
• Work at the intersection of content, technology, and commerce, creating solutions for the next billion online shoppers.
• Opportunity to grow into a senior global leadership role as NAAR expands into the UAE, KSA, and wider global markets.
• Join a mission that not only transforms shopping but also creates thousands of jobs and empowers sellers worldwide.

Apply now: