Customer Success Associate

About RAY: RAY Labs is a Property Technology (PropTech) company focused on addressing the pain points related to property and community management. Our core product is a web and mobile SaaS platform, offering dynamic features that help property managers provide seamless efficient solutions for their stakeholders. It is also a one-stop destination for managing operations, payments, services, communications and communities.

About the role: You will be responsible for:

• Customer Onboarding & Training Guide new customers through the full setup of their domain, configuring features based on their operational needs, and delivering hands-on training in both English and Arabic.
• Customer Support & Issue Resolution Handle client support tickets, investigate and reproduce reported issues on our dev environment, escalate confirmed bugs or feature requests to the relevant team via Jira, and keep clients updated until resolution.
• Domain Population Upon signing a new client, understand their requirements and populate and configure their platform domain with the relevant features, spaces, and configurations tailored to their property type.
• Customer Health Monitoring Track platform utilization and engagement
• Database Management Maintain and update internal databases with accurate client information.
• Client Relationship Management Act as a day-to-day point of contact for client accounts, and collect feedback on product features, pain points, and overall satisfaction.

Desired Candidate Profile

• Bachelor s degree in Business, Marketing, Computer Science, or a related field.
• 1 2 years of relevant experience in Customer Success, Customer Support, Account Management, or a similar client-facing role.
• Strong organizational and multitasking skills.
• Excellent attention to detail and problem-solving abilities.
• Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint).
• Excellent English and Arabic, both written and verbal.
• Ability to work independently, take ownership, and manage tasks with limited supervision.
• Familiarity with CRM software and/or ticketing tools is an advantage.
• Strong time management skills and ability to meet deadlines.