Customer Support Specialist

About the role

BOSLA AI helps people decide what deserves their attention online, starting with a browser extension that gives users control over their YouTube feed. As our Customer Support Specialist, you'll be the first person our users talk to when they have a question, a problem or an idea.

You'll answer users in Arabic and English, help them get set up, keep our support inbox organized, and make sure what users tell us reaches the product team. It's a hands-on role in a small team, so your work will directly shape both the experience our users have and the product we build.

What you'll do

Respond to users

• Reply to user messages through email, the contact form and other support channels, in clear Arabic and English.
• Help users install, set up and use the BOSLA AI browser extension.
• Troubleshoot common issues, such as installation problems, browser permissions and settings that don't behave as expected.
• Answer questions about early access, accounts, privacy and how the product works, using approved information only.
• Keep a calm, friendly and helpful tone, especially with frustrated users.

Manage tickets

• Triage incoming requests by type and urgency, and keep the support queue organized.
• Track each ticket from first reply to resolution, and follow up when needed.
• Reproduce reported bugs where possible and escalate them to the product and engineering team with clear steps, screenshots and context.
• Keep response times within the targets the team sets.

Turn feedback into improvements

• Collect and tag user feedback, feature requests and recurring problems.
• Share regular summaries of what users are asking for and where they struggle.
• Help test new releases from a user's point of view before they go out.

Build self-service help

• Write and update FAQs, help articles and saved replies in Arabic and English.
• Spot questions that come up repeatedly and turn them into clear help content.
• Work with the content team to keep product information accurate across the website.

What we're looking for

• Excellent written Arabic and English, with a clear, warm and simple style.
• Comfort with technology, browsers and troubleshooting step by step.
• Patience and empathy, with the ability to stay calm and clear under pressure.
• Strong organization and follow-through: nothing gets lost.
• Good judgment about when to solve something yourself and when to escalate.
• Interest in digital wellbeing, attention and intentional technology.

Nice to have

• Previous experience in customer support, community management or a user-facing role.
• Experience with a helpdesk or ticketing tool.
• Familiarity with browser extensions and how they work.
• Experience writing help-center content or FAQs.

How to apply

Send us your CV and a short note about why this role interests you. If you'd like, include an example of a support reply you've written (or one you'd write) in Arabic and English.