Customer Experience (CX Associate)

Key Responsibilities Deliver exceptional end-to-end customer experience across the Lola app, phone, live chat, and WhatsApp Guide customers through cake customization options, order placement, changes, and special requests Proactively manage customer expectations regarding preparation timelines, delivery schedules, and product availability Resolve customer issues related to orders, payments, delivery, or app functionality with empathy and efficiency Coordinate closely with bakery branches and operations teams across Bahrain, KSA, UAE, and Qatar to ensure order accuracy and timely fulfillment Monitor live orders and take full ownership of customer issues until resolution Capture customer feedback and identify recurring issues or experience gaps Escalate urgent or complex cases when needed while maintaining clear and reassuring communication with customers Maintain accurate documentation of customer interactions, actions taken, and resolutions Support new market launches, process updates, and service enhancements during periods of rapid expansion Act as a brand ambassador by consistently reflecting Lola’s tone of voice, quality standards, and customer-first mindset

Skills and Qualifications Strong communication skills with a warm, empathetic, and solution-oriented approach Ability to multitask, prioritize, and stay organized in a fast-moving environment Strong problem-solving and decision-making abilities Fluency in Arabic and English (spoken and written) Preferred Experience Previous experience in customer experience, customer support, e-commerce, food delivery, or app-based platforms Strong understanding of customer expectations in the GCC region Experience working in a startup or high-growth environment

Why Join Lola? Be part of a customer-obsessed brand redefining cake customization in the GCC Work in a dynamic, fast-paced, and collaborative environment Opportunity to grow with a rapidly expanding startup across multiple markets