Customer Experience Lead

We are partnering with a newly established, high-potential marketplace startup in the UAE to build their founding team.

At Uplift, we work closely with our clients not only to fill roles, but to shape the core teams that will define their success. These positions are part of the initial leadership layer, offering a rare opportunity to join at an early stage and directly influence how the business, product, and customer experience are built from the ground up.

If you enjoy fast-paced environments, high ownership, and turning ideas into reality, this could be a very exciting opportunity to be part of something early and impactful.

Key Responsibilities

Own the end-to-end transaction engine of our marketplace from checkout shipment delivery confirmation dispute handling seller payout, ensuring SLAs, low exception rates, accurate payouts, and a scalable operating model.

1.Customer Transaction Journey (payment -delivery-customer support)

• Payments & payouts: workflow, reconciliation (PSP ledger bank), refunds, chargebacks, edge cases
• Delivery & logistics: partner SLAs, exception handling (lost/damaged), packaging standards, returns
• Disputes & Claims: investigation flow, resolution playbooks, fraud/abuse flags, seller/buyer protection rules

2.Operations Infrastructure

• Build SOPs across payments / delivery / disputes, define RACI, handoffs, and escalation rules
• Set up dashboards and reporting: SLA performance, exception rates, refund/chargeback rate, payout accuracy, dispute turnaround time
• Create partner scorecards + weekly performance rhythm (QBRs, root-cause, corrective actions)
• Own customer-facing ops content: Help Center, FAQs, policy pages, T&Cs, User Agreements (with legal)
• Define tooling/process baseline: ticket tagging taxonomy, macros, knowledge base structure, and QA checks

What Were Looking For

• 3-5 years of Marketplace experience in high daily transaction platform (Noon/Amazon/Namshi/Ounass or similar)
• Strong delivery/logistics understanding + analytical mindset (reconciliation, root-cause, SLA optimization) 
• Hands-on, detail-obsessed, and comfortable building from zero
• Strong cross-functional collaboration (product, tech, finance, partners, legal)
• Arabic and previous experience in the UAE is preferred

Compensation and Benefits

• Up to AED 20K/month + meaningful stock options
• High-ownership role building one of the regions first social-first resale platforms
• Preferably own visa or golden visa holder