Wahda is the new digital home for Muslims around the world.

Built on Islamic values, Wahda brings together messaging, social networking, Islamic tools, and AI-powered Islamic guidance in one seamless experience. The platform also enables creators to share content, businesses to reach new audiences, communities to engage their members, and organisers to host meaningful events.

By bringing everything into one place, Wahda is building a connected ecosystem where Muslims can connect, grow, and truly belong.

As the Customer Service Lead, you own the end-to-end user support experience for Wahda. You are responsible for building and scaling a multi-tier support framework (chat, email, in-app ticketing), defining SLAs, managing escalation pathways, and leading a team of support agents across multiple markets.

You are the voice of the user within Wahda, ensuring that user pain points are systematically surfaced to Product, Compliance, and Operations, and that every user interaction reflects Wahda's commitment to trust and respect.

1. Support Framework (Build & Scale)

• Design and implement a multi-tier support structure across all markets
• Define and maintain SOPs, escalation paths, and response templates for each support tier
• Establish 24/7 coverage model, including shift schedules and handover processes
• Continuously refine support workflows as the team scales

2. Service Levels (SLAs) & Performance Management

• Define SLAs across all support channels, including: First response time (Tier 1: <1 hour, Tier 2: <2 hours)
• Resolution time (Tier 1: <24 hours, Tier 2: <48 hours)
• Appeals handling (within 24 hours)
• Monitor SLA performance and ensure consistent adherence
• Identify gaps and implement improvements to meet targets
• Provide weekly SLA performance updates to Head of User Operations

3. Escalation Ownership

• Own the end-to-end escalation process across all support tiers: Tier 1 → Tier 2 (Payments / Safety) → Compliance → Product / Engineering
• Act as the final internal escalation point for complex or high-sensitivity cases
• Triage urgent issues and coordinate resolution with relevant teams
• Maintain escalation logs and track recurring issues for systemic resolution

4. Voice of Customer & Feedback Loop

• Build a structured feedback loop between Support, Product, and Compliance
• Analyze support tickets to identify: Product bugs and UX issues
• Policy gaps or unclear rules
• Emerging risks (fraud, abuse, cultural or regional sensitivities)
• Deliver weekly insights reports to Product and Compliance teams
• Represent Customer Support in product roadmap and Trust & Safety discussions

5. Team Leadership & Capability Building

• Lead the initial Customer Support team (3–4 FTEs)
• Hire, onboard, and train support agents across markets
• Develop training materials covering product, policy, tools, and tone of voice
• Conduct quality assurance reviews of support interactions (accuracy, tone, compliance)
• Scale the function into dedicated QA, training, and team lead roles as the team grows

6. Tools, Systems & Automation

• Own the customer support platform (e.g., Zendesk, Intercom, or equivalent)
• Manage Tier 2 tooling, including order lookup and appeal review dashboards
• Work with Product and Engineering to improve support systems and agent workflows
• Define requirements for automation and AI-assisted support in future phases

7. Cross-Functional Collaboration

• Partner with Content Moderation on safety-related escalations and enforcement
• Work closely with Trust & Safety on compliance cases and policy refinement
• Collaborate with User Operations on retention and user experience improvements
• Provide structured input to Product and Engineering for feature and UX enhancements

• Minimum 5+ years of experience in customer support, user operations, or customer experience roles
• Experience within social platforms, UGC ecosystems, marketplaces, or fintech is strongly preferred
• Support Framework Design and Scaling
• Proven experience building and scaling a multi tier customer support structure from scratch
• Ability to design processes, workflows, and operating models that support scale
• SLA and Escalation Management• Strong experience defining SLAs, response standards, and escalation pathways
• Ability to manage high volume support environments with clear prioritisation frameworks
• Team Building and Leadership
• Proven track record of recruiting, training, and managing customer support teams
• Experience maintaining quality and performance standards across multiple markets or regions
• Tools and Systems
• Hands on experience with customer support platforms such as Zendesk, Intercom, Freshdesk, or similar systems
• Payments and Transaction Support
• Strong understanding of payment support processes including refunds, billing disputes, chargebacks, and virtual currency systems
• This is considered a strong advantage
• Cross Functional Collaboration
• Experience working closely with Product, Engineering, and Compliance teams
• Ability to build structured feedback loops that improve product experience and reduce recurring issues

Operational Rigor

• Designs and implements scalable processes, SLAs, and support workflows that enable consistent and efficient operations at scale

User Advocacy

• Serves as the voice of the user across the organisation
• Combines empathy, fairness, and data driven insights to improve user experience and outcomes

People Management

• Recruits, trains, mentors, and develops high performing customer support teams
• Maintains strong quality assurance standards and continuous performance improvement

Crisis Composure

• Remains calm and effective when managing complex, high pressure, or sensitive user escalations
• Makes sound decisions under time critical conditions while balancing user trust and business risk

Cross Functional Collaboration

• Works effectively with Product, Compliance, and Operations teams without direct authority
• Influences decisions through structured feedback, clear communication, and user centric reasoning

Cultural Intelligence

• Demonstrates deep understanding of Muslim digital behaviours and halal social norms
• Sensitively navigates religious and cultural considerations across Southeast Asia, South Asia, MENA, and Western diaspora markets

Language Proficiency

• Professional fluency in English is required
• Additional proficiency in Arabic, Indonesian, or Urdu is a strong advantage for user support and team leadership in regional markets

Cultural Fit

• Strong respect for halal principles and religious sensitivities in digital environments
• Acts as an empathetic advocate for users while maintaining fairness and non discriminatory practices
• Believes customer support is a core product function, not a cost center