Soma Capital Portfolio Jobs

Customer & Operations Support Specialist



Customer Service, Operations
Dubai - United Arab Emirates
Posted on Friday, September 8, 2023

About Pluto

Pluto is UAE's #1 Enterprise Spend Management Platform that helps modern business automate their financial operations.

With the vision of building a modern financial operating system for businesses in MENA, we’re at the tipping point of a fintech revolution and need your help to get there!

We’re a lean but impactful team that dreams big and believes in making the impossible happen - and we are looking for someone equally motivated who wants to make their mark and help us expand our horizons.

We’ve raised $7M Seed from top investors and operators, including founders from Ramp, Airbase, Plaid, Italic & Senior Leadership at Shopify, Cash App,, Alloy and some of the worlds most successful FinTech VCs like GFC, Graph Ventures, Soma Capital, Adapt Ventures, amongst others who’ve trusted us with their funds 🤩

If this gets you excited, please keep reading!

About the role

Pluto is looking to hire foundational email and phone customer support operators to join our Product & Customer Support operations team. This is a multi-functional role, where you will have the opportunity to support our current and future customers as we scale. We’re looking for candidates with a strong passion for helping people, who are keen to automate and scale their efforts, who are hungry to learn all about our product, and who are able to communicate effectively with both customers and an internal team.

Pluto takes EXTREME pride in our customer support operations. We have one of the best NPS scores and provide an extreme deep care for our customers. If you do not have a deep passion for growing our business through incredible support & help then this role is NOT for you.

As part of the Product & Customer Support team, you will work closely with some of the fastest-growing companies in the MENA region as their direct line of contact and support. You’ll partner closely with our account management, product, and engineering teams on resolving customer questions, managing product requests and issues, and occasionally analysing data to suggest improvements that would lead to greater customer satisfaction and product development. You’ll be the first line of defense for our customers though our communication channels and the voice of the customer to the rest of the Pluto team!

You’ll be working in a dynamic, rapidly evolving environment with the following responsibilities👇

What You’ll Do:

  • Learn the Pluto platform inside out
  • Help our customers via E-mail, intercom, WhatsApp and Phone call support
  • Help us maintain an industry-leading satisfaction rate with our customers
  • Creating help articles, videos, and content that help companies onboard and use Pluto effectively
  • Help Pluto scale effectively by automating a large chunk of your work and processes as you see fit
  • Own a critical piece of the feedback loop for improving our product and providing insight for the whole team
  • Learn the Pluto Platform inside and out to maximize effectiveness with our customers
  • Utilize critical thinking skills to diagnose potentially complex problems
  • Work directly with the support lead on documentation, escalations, product updates, and communication with other teams and 3rd parties to help aid our customers
  • Have the ability to grow, develop and learn in a fast-paced, start-up environment

What You Need:

  • Excellent verbal and written communication skills in English
  • (optional but nice to have) Arabic language
  • Ability to understand a complex product quickly
  • Ability to write good help articles, create explainer videos and maintain help centers
  • Being proactive with customers and also Pluto team members outside of support
  • Ability to escalate issues to engineering and product as needed
  • Investigative and critical thinking skills

Nice to have:

Experience working with Intercom.

Pluto Benefits

  • Ultra comprehensive medical, dental & vision insurance coverage
  • Flexible Vacation Policies
  • Hybrid workplace
  • Work from Home stipend to support your home office needs
  • Equity in the company – you win, if we win