--- title: 'After-Sales CX Specialist at SOUM' canonical: 'https://feeny.ai/job/after-sales-cx-specialist-soum-egypt-y0hb291edwj3' type: 'job' last_seen: '2026-11-10' --- # After-Sales CX Specialist at SOUM - **Company:** SOUM - **Location:** Egypt - **Employment:** full-time - **Work type:** remote - **Posted:** 2026-10-29 - **Last confirmed live:** 2026-11-10 - **Apply:** https://jobs.lever.co/soum/cc290250-18c1-444d-858e-f9cb65eeb236 ## Job description Job Title: After-Sales CX Specialist Employment Type: Full-time, Remote Work Schedule: Includes evening and weekend shifts based on the assigned schedule Department: Car Showroom Operations Languages: Fluent in Arabic and working proficiency in English, both written and spoken ## Role Overview Soum's car showroom is where customers meet the brand face to face. The After-Sales Customer Experience Specialist owns the customer's journey from the moment a sale is signed, through handover, and beyond. You are the customer's single point of contact after the sale: you manage every conversation, every follow-up, and every request until it is resolved. When a customer raises a technical concern about their car, you own the customer side of the case and work with the Vehicle Inspection Specialist, who owns the technical assessment. The customer always hears from you. The goal of the role: every customer leaves confident in their purchase, any issue is resolved quickly, and buyers become repeat customers who recommend Soum. Duties & Responsibilities Paperwork & Procedures - Follow up on ownership transfer via Absher and the Traffic Department, and on insurance issuance with the relevant parties. - Follow up on financing and installments with finance providers when needed. - Keep the customer informed at each stage of transfer, insurance, and financing, so they never have to chase Soum for an update. - Ensure contracts and invoices are complete and archived in the system. Warranty & Complaints - Receive post-sale warranty requests and complaints, log them, and follow up until closed. - For technical issues, open the case, pass the customer's description to the Vehicle Inspection Specialist for assessment, and keep the customer updated while the technical work is in progress. - Coordinate with approved maintenance workshops on appointments, timelines, and customer logistics, using the technical findings provided by the inspection team. - Communicate the outcome and next steps to the customer, and close the loop with them on their original channel before marking the case resolved. - Escalate complex cases to the Showroom Manager in line with approved procedures, with a documented resolution attempt attached. Follow-Up & Customer Loyalty - Contact every customer after their order is completed and the car is received, to confirm the car arrived in the agreed condition, that they have faced no technical, paperwork, or missing-accessory issues since handover, and whether they need further service or support. - Schedule regular follow-up calls, for example within 3 days and again 30 days after handover. - Open a ticket immediately for any issue the customer raises, follow it through to resolution, then check back to confirm they are satisfied. - Offer relevant add-on services such as protection, window tinting, maintenance packages, and insurance. CRM, Reporting & Coordination - Log every ticket and follow-up outcome with accurate category, subject, and resolution notes, and keep all customer data accurate in the CRM system, so reporting stays clean and root causes remain traceable. - Gather customer feedback and submit a monthly report on recurring issues and improvement suggestions. - Flag repeat issues and process gaps to the Showroom Manager so the root cause reaches the owning team. - Share recurring technical complaints with the Vehicle Inspection Specialist so they can be reflected in inspection checks. - Work closely with Sales, Inspection, and Maintenance so that every customer handoff between teams is smooth. ## Qualifications & Requirements - High school diploma at minimum. A diploma or bachelor's degree in Business Administration, Marketing, or a related field is preferred. - 1 to 3 years in customer support, operations, or marketplace support. - Fluent in Arabic and working English, written and spoken. - Willingness to work rotational shifts, including evenings and weekends, as required. ## Nice to Have - Previous experience in after-sales or customer service at car showrooms or dealerships. - Previous experience in the used car market. - Knowledge of ownership transfer, insurance, and financing procedures in Saudi Arabia. - Hands-on experience with CRM or ticketing systems. - Basic technical knowledge of car parts and inspection reports. ## Skills & Competencies - Strong communication skills and a courteous manner with customers. - Calm and patient when handling complaints and upset customers. - Writes clearly and briefly under time pressure, in both Arabic and English. - Accurate and organised in tracking documents and appointments. - Comfortable working across multiple systems within a single case. - Accountability mindset: owns the outcome, not the reply. - Able to solve problems and make decisions within their authority. - Skilled at upselling without pressuring the customer. - Proficient in basic computer tools, including Excel, email, and internal systems. - A team player who coordinates well with Sales, Inspection, and Maintenance. ## Key Performance Indicators - Post-handover customer satisfaction (CSAT): 90% or higher. - Net Promoter Score (NPS): 50 or higher. - First response time to complaints: within 24 hours. - Complaint resolution rate: 90% within 7 days. - Ownership transfer completion: within 3 working days of sale. - Follow-up calls completed: 100% of customers. - Add-on service sales: 20% of deals. - CRM customer data accuracy: 95% or higher. ## About SOUM ## Company Overview - **One-liner**: Soum is a re-commerce marketplace platform based in Saudi Arabia that enables individuals and businesses to buy and sell pre-owned goods—starting with electronics and expanding into automobiles and collectibles—with guaranteed, end-to-end transaction support. - **Entity Type**: Private (Series A) - **Headquarters**: Riyadh, Saudi Arabia - **Founded**: 2021 - **Founders**: Bader Almubarak (CEO), Fahad Al Hassan, Fahad Albassam ## Core Business - **Primary industry**: Internet Marketplace Platforms / Re-commerce - **Target customers**: B2C (individual buyers and sellers), B2B (small businesses via Merchant App), and B2B2C (telecom/retail partners with bulk-selling options) - **Mission or purpose statement**: "Build a marketplace that enables users to buy and sell anything online with convenience, trust, and ease starting in the MENA market." ## Products & Services - **Peer-to-Peer Marketplace**: A platform for individuals to list and sell second-hand electronics, used cars, and collectibles. Soum manages the entire transaction cycle including listing approval, logistics coordination, payment holding, and delivery guarantee. - **Merchant App**: A dedicated tool for small businesses to sell faster and reach a wider audience through the Soum marketplace. - **Bulk-Selling Solutions for Partners**: Tailored services for telecom and retail partners (e.g., bulk inspections, warehouse management, optimal returns) for high-volume inventory. - **AI-Powered Platform Features**: Personalized recommendations, dynamic pricing, predictive analytics, and fraud detection models deployed across the marketplace. ## Market Standing - **Valuation/Market Cap**: Not disclosed - **Total Funding**: $22M USD to date - **Notable Investors**: Jahez Group (lead, Series A), Isometry Capital (New York-based), Al Rajhi Partners, Khwarizmi Ventures, Outliers Venture Capital - **Growth Signals**: - 10th most downloaded e-commerce app in KSA in 2023 - Over 5 million app downloads - 10,000+ active listings at any given time - 30,000+ new listings every month - Facilitated hundreds of thousands of transactions across 150+ locations in Saudi Arabia - Headcount grew +10.3% YoY (90 employees as of latest data) - Expanding into UAE and other MENA markets, and testing new categories (used cars, collectibles) ## Competitive Advantages - **Trust & Safety Moat**: Proprietary fulfillment and payment systems hold funds until the buyer confirms delivery—reducing fraud risk in a high-friction category (used goods). - **Full-Stack Marketplace**: Unlike pure listing platforms, Soum manages pre-approval of listings, logistics, and payment escrow, creating a controlled, consistent user experience. - **AI Integration**: Uses machine learning for recommendations, dynamic pricing, and fraud detection, making the platform smarter and safer as it scales. - **First-Mover in MENA Re-commerce**: Dominant position in Saudi Arabia’s second-hand electronics market with a trusted brand and strong local logistics network. ## Strategic Focus - Geographic expansion across the MENA region, starting with the United Arab Emirates - Category expansion beyond electronics into automobiles and collectibles - Extending return windows (from 24 hours to a week or month) to increase buyer confidence - Scaling the merchant and partner programs to drive B2B revenue - Continued investment in AI/ML to improve personalization, pricing, and fraud detection ## Why Work Here - **Culture**: Soum describes itself as looking for "innovators, the hungry, the go-getters" and offers autonomy to experiment, learn, fail, and grow. The team is called "Soumers" and has worked across 14+ countries from the US to South Korea. - **Remote/Hybrid Policy**: Mixed. Many roles are remote (e.g., Cairo-based positions), but some roles (e.g., Senior Compliance Officer, Operations roles) are on-site in Riyadh or Jeddah. The company has offices in Riyadh and Cairo. - **Global & Diverse Team**: 90 employees spread across 8 countries (Saudi Arabia, Egypt, Pakistan, UAE, South Korea, Nigeria, Uzbekistan, US). Engineering and product teams are distributed. - **Engineering Culture**: AI/ML is core to the product; they deploy models for recommendations, dynamic pricing, predictive analytics, and fraud detection. The technical team makes up ~12% of headcount. - **Growth Trajectory**: High-growth startup (10%+ YoY headcount growth, expanding geographies and categories) offering significant ownership and impact. - **Compensation**: Senior Software Engineer roles reported at ~SAR 128,877/month. Overall employer rating is 3.7/5 (19 reviews on LinkedIn), with Culture rated 3.6 and Career growth rated 3.5. - **AI in Hiring**: Soum discloses that they use AI tools to support parts of the hiring process (reviewing applications, analyzing resumes, identifying signals), but final decisions are made by humans. ## Sources 1. [soum.sa](https://soum.sa) 2. [jobs.lever.co/soum](https://jobs.lever.co/soum) 3. [linkedin.com/company/soum-sa](https://linkedin.com/company/soum-sa) 4. [techcrunch.com](https://techcrunch.com/2023/12/20/soum-18m-series-a-funding/) 5. [cbinsights.com](https://www.cbinsights.com/company/soum) 6. [builtin.com](https://builtin.com/company/soum) ## Other roles at SOUM - [Vehicle Inspection Specialist](https://feeny.ai/job/vehicle-inspection-specialist-soum-riyadh-krcw9np7ntez) — Riyadh, Saudi Arabia - [DevOps Engineer](https://feeny.ai/job/devops-engineer-soum-egypt-25pr2k1qbwja) — Egypt - [Backend Software Engineer](https://feeny.ai/job/backend-software-engineer-soum-egypt-9r4m30kfz2ay) — Egypt - [Data Engineer](https://feeny.ai/job/data-engineer-soum-remote-ve4k11gd4ttk) - [Recruiter](https://feeny.ai/job/recruiter-soum-cairo-zn4e6ze4ztq4) — Cairo, Egypt - [Product Manager - Data & AI](https://feeny.ai/job/product-manager-data-ai-soum-remote-ppxqqkh45jnn) - [Consumer Product Manager](https://feeny.ai/job/consumer-product-manager-soum-riyadh-qg1cg7gv51b4) — Riyadh, Saudi Arabia - [Operations Manager – Cars](https://feeny.ai/job/operations-manager-cars-soum-riyadh-rbcdgrfqqapw) — Riyadh, Saudi Arabia - [B2C Sales Team Lead — Cars](https://feeny.ai/job/b2c-sales-team-lead-cars-soum-remote-nxz70y3ygf06) - [Showroom Accountant](https://feeny.ai/job/showroom-accountant-soum-riyadh-e5bqd6ta03m6) — Riyadh, Saudi Arabia