COE Specialist II - HCV EST

About the Role

We're building a best-in-class support experience for HCV B2B operations and we're looking for an energetic, customer-focused support agent to deliver exceptional service during live operations.

You will be on the front lines providing in-person, outbound call, chat and email support, resolves issues in real time, and ensures seamless trip experiences for riders, drivers, fleet partners, admins and other teams.

This is a fast-paced role that requires hustle, empathy, and strong problem-solving skills. You will also play a key role in enhancing operations, helping to troubleshoot issues on the ground, escalate complex cases to the appropriate teams, and provide guidance and support to your team of agents located in Cairo, Egypt.

What You Will Do

• Provide real-time, 5-star support to customers via chat and, when needed, via Phone.
• Troubleshoot live operational issues, identify root causes quickly, and ensure timely resolution.
• Escalate complex or unresolved cases to relevant internal teams and follow through until closure.
• Communicate clearly and efficiently with all stakeholders to ensure seamless coordination.
• Adhere to support SOPs where applicable and exercise sound judgment when handling ambiguous situations.
• Meet and exceed performance metrics, including response times, quality standards, and customer satisfaction (CSAT).
• Actively contribute feedback and insights to improve support processes, tools, and overall customer experience.

• Strong verbal and written communication skills in English and Arabic.
• Demonstrated customer empathy and a proactive, solution-oriented mindset.
• Ability to multitask and perform effectively in a fast-paced environment.
• Comfortable working with ambiguity and making sound decisions without always having predefined SOPs.
• 1-2 years of experience in a customer support, operations, or service delivery role.
• Strong sense of ownership and accountability for delivering high-quality, real-time support.
• Basic proficiency with support and productivity tools (e.g., CRM systems, spreadsheets, dashboards).
• Bachelor's Degree (Already graduated and have the certificate)

• Experience supporting B2B clients or high-value customers in fast-paced operational environments.
• Ability to analyze data or trends to identify recurring issues and propose process improvements.
• Exposure to on-ground operations or live support environments.
• Strong collaboration skills with cross-functional teams.
• A growth mindset with enthusiasm to learn, take initiative, and contribute beyond core support duties.
• Previous experience in pilot or launch projects where adaptability and ownership were key to success.