Job Description
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
