At Zid, we’re more than just a technology company—we’re the driving force behind retail success. Our mission is to empower merchants across Saudi Arabia to start, grow, and scale their businesses in a competitive marketplace. Zid’s platform seamlessly integrates online and offline selling, payments, logistics, and marketing, creating a comprehensive ecosystem where businesses can thrive in the digital age.

🌟 Be the Voice. Solve the Problem. Elevate Every Merchant Experience.🌟

📍 Location: Riyadh, Saudi Arabia
🕒 Type: Full-Time
📑 Reports To: Merchants Care Supervisor / Merchants Care Manager

At Zid, merchants are at the center of everything we build. From launching their first store to scaling across marketplaces, our mission is to ensure they feel supported, confident, and empowered every step of the way.

We’re looking for an Associate, Merchants Care someone who thrives on helping others, resolves issues with speed and empathy, and delivers support experiences that build long-term trust.

If you’re passionate about service excellence and want to make a real impact in a fast-moving tech environment this role is for you.

What You’ll Do

1. Merchant Communication & Issue Resolution

• Respond promptly to merchant inquiries related to products, services, and account concerns.

• Diagnose root causes, troubleshoot issues, and deliver clear, effective solutions.

• Escalate complex cases when necessary while ensuring smooth follow-up and closure.

2. Product Knowledge & Problem-Solving

• Stay up to date with Zid’s products, tools, and workflows.

• Apply analytical thinking to identify platform issues and confidently guide merchants.

3. Documentation & Quality Assurance

• Accurately document interactions, cases, and resolutions within CRM systems.

• Ensure all responses meet service standards and quality expectations.

4. Merchant Education & Feedback

• Educate merchants on best practices and optimal platform usage.

• Proactively gather feedback and share insights to improve services and product features.

5. Team Collaboration & Adaptability

• Work closely with Product, Tech, Sales, and Operations teams to resolve cases and enhance workflows.

• Adapt quickly to new tools, processes, and product updates.

Who We’re Looking For

Experience

• 1–3 years in customer service, merchant support, or call center roles.

• Experience in SaaS, eCommerce, or tech environments is a plus.

• Background handling inbound inquiries and resolving technical or account-related issues.

• Familiarity with CRM and ticketing systems preferred.

Skills

• Strong verbal and written communication skills.

• High empathy and emotional intelligence.

• Critical thinking and problem-solving ability under pressure.

• Strong organization and documentation skills.

• Comfortable learning digital tools and platforms quickly.

Personal Attributes

• Patient, proactive, and service-oriented.

• Team player with a strong ownership mindset.

• Resilient and adaptable in fast-paced environments.

• Passionate about delivering exceptional merchant experiences.

Why Join Zid?

Career Growth: Build your skills and grow within a rapidly scaling company.
Real Impact: Help merchants succeed and strengthen long-term partnerships.
Dynamic Environment: Work in a fast-paced, collaborative, and innovative culture.
Strong Brand: Be part of one of the region’s leading digital commerce platforms.

🚀 Ready to be the voice that makes a difference?
If you’re driven to support, solve, and elevate experiences — apply now and join Zid’s journey.

👉 Apply Now!