Summary
Bamboo Card, a Dubai-based B2B distributor of digital prepaid products and rewards fulfilment partner, is hiring a Customer Support Agent. The role handles high-volume, non-voice support across customer emails, marketplace queries and B2C tickets, including troubleshooting delivery delays, failed orders and transaction discrepancies. Applicants should have at least 3–4 years of e-commerce, marketplace or fintech customer support experience, strong written English and mandatory Zendesk expertise.
The posting
As published on bamboo-card.com. Pulled from the employer's site and shown as they wrote it.
Bamboo Card is a Dubai-based B2B distributor of digital prepaid products and a rewards fulfilment partner to enterprises worldwide. Since 2018 we have built a catalogue of more than 3,500 products across over 80 countries, delivered through our client portal and API. More than 1,000 enterprise clients rely on us to power rewards programmes, employee incentives, customer acquisition campaigns and marketplace inventory. We sit in one of the fastest-growing corners of the payments ecosystem with the banking infrastructure and supplier relationships that make global digital rewards work at scale.
To keep this engine running smoothly, we're currently looking for a Customer Support Agent. This is a non-voice, high-volume support role where you will manage the queue like a seasoned operator. You will be troubleshooting everything from API-driven delivery delays to payment and order validations. You'll bring the perfect blend of analytical troubleshooting, Zendesk mastery, and empathetic communication to every single ticket.
- You have a minimum of 3–4 years of experience in e-commerce, online marketplaces, or fintech customer support. (Experience in the gift card or digital rewards space is a big plus, but not required!)
- You know Zendesk inside and out. You understand how tags, triggers, and views work to optimize your workflow. (This is mandatory.)
- You possess world-class written English. You can explain complex technical or transactional issues simply and warmly.
- You are equally comfortable helping an enterprise B2B partner with a bulk delivery issue as you are resolving a single consumer's complaint.
- You are excited about (and ideally have experience) working alongside AI support tools and AI agents to speed up your workflow.
- You have extreme attention to detail. You don't get flustered by high ticket volumes; instead, you find flow in resolving them systematically.
- Handle customer emails, marketplace queries, and B2C tickets professionally, hitting our strict SLA targets for response and resolution times.
- Validate, categorize, and prioritize incoming tickets accurately to keep the queue clean and moving.
- Dig into the data to troubleshoot failed orders, delayed digital deliveries, and transaction discrepancies.
- Spot and escalate supplier-related issues internally to our Purchasing team (no direct supplier contact needed).
- Maintain flawless ticket documentation and tagging in Zendesk to help us spot trends and improve.
- Deliver high-quality, clear written communication that drives up our customer satisfaction scores.
- Follow internal playbooks diligently and ensure smooth, seamless handovers before stepping away.