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Customer Service Growth Agent
Dubai Growth / Office / On-site
About Company Established in 2015, Washmen is your go-to app for outsourcing your dry cleaning and laundry. An award-winning pioneer in its industry, Washmen is well-recognized for its quality, consistency, and convenience. Washmen’s mission is to replace your washing and drying machine using state-of-the-art technology and a user-friendly app. The service is aimed at people who lead busy lives and need quick solutions for tasks that consume big chunks of their day. Washmen operates in Dubai & Abu Dhabi and caters to more than 60,000 users. Washmen’s offices in Dubai, Beirut & Istanbul are home to a steadily growing team of young professionals.
Job Overview We are seeking a proactive Customer Service Growth Agent to help close conversion gaps, re-engage churned users, and support marketing growth experiments. This role is ideal for someone with a Customer Service background who thrives in customer-facing roles, enjoys problem-solving, and can work flexible hours, including evenings and weekends when required. As part of the Growth Team, you will play a key role in increasing customer conversion, retention, reactivation, and supporting product and growth experiments.
Key Responsibilities 1. Closing Conversion Leaks • Proactively reach out to users at key drop-off points to recover lost opportunities: - Cancelled Orders – Follow up immediately to convert cancellations into completed orders. - App Uninstalls – Contact users who uninstall the app to gather feedback and encourage reactivation. - Scheduled Pickups/Drop-offs Without Orders – Identify barriers and help customers complete their orders. 2. Gathering Market Insights • Conduct market research, to better understand customer needs. • Feed insights directly into the Product and Marketing strategies to enhance user acquisition and retention. 3. Support for Ad Experiments • Assist with lead generation campaigns by ensuring fast follow-ups on hot leads. • Provide coverage during peak times (evenings/weekends) to prevent delays that impact conversion rates. 4. Customer Feedback for Product Development • Engage with customers to collect daily feedback on new features and product experiments. • Share insights with the Product and Growth teams to improve user experience and service offerings.
Key Performance Indicators (KPIs) • # of New Customers Converted. • # of Churned Customers Reactivated. • # of Research Calls Conducted.
Requirements • 2-4 years of Customer Service or outbound customer engagement experience. • Strong communication skills in English (Arabic is a plus). • Experience using WhatsApp, phone, and email for customer interactions. • Ability to work flexible shifts, including evenings and weekends. • Proactive, results-driven, and able to work independently. • Strong problem-solving skills and a customer-centric mindset.
Job Details • Job Type: Full-time • Location: Office-based, Dubai • Reporting to: Growth Team • Working Hours: Includes evenings and weekends
