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 LeaksProactively 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 InsightsConduct 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 ExperimentsAssist 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 DevelopmentEngage 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