Customer Experience Specialist

We’re looking for a passionate and motivated Customer Experience Specialist to join our team. We want a team player who is driven and willing to learn to accompany us on our mission of playing a vital role in the digital transformation sweeping the MENA region. As a Customer Experience Specialist at ZenHR, you’ll own day-to-day support for your assigned Core customers (250–500 employees). You’ll resolve support tickets, guide customers through the product, and help ensure they have a positive experience. You’ll also handle escalations from AI-led support for Scale customers and work closely with Consultants as your accounts approach renewal. Who we are: At ZenHR, delighting our customers is our passion We are an award-winning cloud based HRMS that caters to the full HR value chain from the “acquire” stage to the “retire” stage. a group of young and passionate people who are dedicated to providing cutting-edge technology, continuously researching and implementing new HR trends that cater to the needs of employers in the MENA region. Despite the numerous obstacles that we face, we see them as possibilities. We understand that rather than making excuses for the existing status quo, we must challenge it. If you want to make a difference in the HR world, ZenHR is the place for you. Our people shape ZenHR’s culture; therefore, our strategy and success are built on our employees. In our hiring process, we prioritize equal employment opportunities, diversity, women empowerment, and inclusion, ensuring that we attract and retain A-players from various backgrounds.

What we offer
• Flexible

working hours
and remote/work-from-home option
• Health insurance coverage from day one at ZenHR
• Access to online and in-person Mental Health sessions
• A Zen work atmosphere
• Great culture and amazing people to work with and learn from The Job
- Customer Experience Specialist
• Own day-to-day support for assigned Core accounts, including tickets, product guidance, training requests, and escalations.
• Resolve Tier 3 escalations and ensure tickets continue to progress.
• Monitor customer satisfaction and promptly flag risks—such as low adoption, recurring issues, negative CSAT, or high ticket volumes—to the Consultant and Customer Success team.
• Prepare Freshdesk tickets for escalation to Jira, including clear reproduction steps and supporting evidence.
• Share an operational summary with the Consultant when a Core account enters its renewal quarter.
• Review the health score of each assigned Core account in Planhat every month, and agree on next steps with the Consultant for accounts marked Watch or At Risk.
• During the renewal quarter, remain the customer’s primary operational contact: share the operational summary, support the recovery plan with the Consultant, and help address open issues.
• For escalated Scale customers, assess whether temporary human ownership is needed and agree on the approach with your Lead.
• Configure standard modules and guide customers in optimizing their setup.
• Merge and split tickets appropriately, and document every customer call and meeting in Freshdesk.
• Contribute articles, guides, and videos to the Help Center. What Success Looks Like
• Core customers receive timely, high-quality support and maintain healthy account status.
• Risks are identified and escalated early, so Consultants and the Customer Success team are prepared for renewals. Who You Are
• You have a bachelor’s degree in Management Information Systems, Computer Science, Human Resources, or a related field.
• You have 1–2 years of experience in HR systems, customer support, or technical configuration; SaaS experience is preferred.
• You have a basic understanding of HR processes and regional labor laws, preferably in Jordan, Saudi Arabia, or the UAE.
• You have strong problem-solving skills and can manage multiple priorities effectively.
• You communicate exceptionally well in both Arabic and English, in writing and verbally. Core Skills
• Module configuration and optimization guidance
· Testing and troubleshooting
· Queue and time management
· Customer education Tools
• Freshdesk
• Jira
• Planhat
• Zoom
• ZenHR HRMS