Premium Partner Support Advisor

Property Finder is the leading property portal in the Middle East and North Africa (MENA) region, dedicated to shaping an inclusive future for real estate while spearheading the region’s growing tech ecosystem. At its core is a clear and powerful purpose: To change living for good in the region.

Founded on the value of great ambitions, Property Finder connects millions of property seekers with thousands of real estate professionals every day. The platform offers a seamless and enriching experience, empowering both buyers and renters to make informed decisions. Since its inception in 2007, Property Finder has evolved into a trusted partner for developers, brokers, and home seekers. As a lighthouse tech company, it continues to create an environment where people can thrive and contribute meaningfully to the transformation of real estate in MENA.

Position Summary:

As a Premium Partner Support Advisor, you are a senior-level advisor and part of an elite team dedicated to supporting Property Finder’s most high-value clients. You will deliver an exceptional, proactive, and highly personalised support experience that reflects the importance of our premium partners to our business - including Edge & Diamond Customers, Enterprise Customers, Selected Strategic partners, who represent a significant share of the company’s revenue and long-term growth, as well as supporting selected internal product and commercial teams.

This role provides a white-glove style, high-touch, and proactive support, ensuring these partners receive faster response times, faster resolutions, and a more tailored service than standard support. You will manage complex cases, work closely with senior client stakeholders, and collaborate with internal product and commercial teams to protect and grow high-value relationships.

Your focus is not only on issue resolution but on driving measurable business outcomes including reduced churn, higher retention value, improved trust measured by CSAT & NPS & driving business value through increased product adoption, cross sell and upsell and exclusivity. You will also act as the expert within Property Finder, working very closely with internal stakeholders such as Business Consultants and Customer Success Partners to protect and grow our most strategic relationships.

Key Responsibilities

• Act as the single point of contact for the portfolio of high value partners, providing white-glove style support via all communication channels (email, phone, chat, video).

• Provide priority response and accelerated SLAs, ensuring premium partners consistently experience superior service levels versus standard support.

• Take end-to-end ownership of partner issues, ensuring right-first-time outcomes with no handovers unless specialist technical escalation is required.

• Resolve complex product, technical, and operational issues using advanced product knowledge and cross-functional collaboration.

• Handle high-stakes escalations involving partner CEOs, Directors, and senior decision-makers with confidence and professionalism.

• Proactively monitor partner accounts to identify potential issues, address risks early, and drive continuous satisfaction.

• Manage high-value escalations with empathy, professionalism, and accountability, ensuring confidence from both clients and internal stakeholders.

• Partner with Business Consultants, Customer Success Partners, and Product teams to resolve complex challenges and deliver a seamless partner experience.

• This may include visiting customers directly to resolve major issues or concerns they have.

• Provide insights and feedback from premium clients to influence internal decisions and service improvements.

• Support commercial teams during key renewals or escalations, ensuring premium partners experience best-in-class service.

• Co-own some client success outcomes with BC’s and CSPs, ensuring seamless and enhanced renewal, upsell enablement, product adoption and strategic account support.

• Contribute directly to key business metrics for premium segments, including for example Retention and renewal rates Retention value CSAT & NPS Scores

• Value through improved product adoption and upsell/cross sell & account exclusivity

• Maintain high standards of documentation and data accuracy to support internal decision-making and forecasting.

• Challenge existing processes and propose enhancements that improve speed, quality, and efficiency for premium clients.

• Contribute to premium service playbooks, templates, and knowledge resources to elevate overall service delivery.

• Stay ahead of market trends and competitor approaches to continuously raise the standard for premium service.

• Act as a role model for service excellence, demonstrating Property Finder’s values and customer obsession in every interaction.

• Support the development of other advisors by sharing best practices, coaching on tone, ownership, and premium engagement standards.

Desired Qualifications:

• Bachelor’s degree in Business Administration or a relevant field.

• Fluency in English & Arabic and able to communicate with polish, clarity, and professionalism at all levels.

• Advanced CRM proficiency with a data-driven approach to case management and reporting.

• Demonstrated success engaging senior client stakeholders (e.g., Directors, Owners, C-level).

• Proven success in managing high-value clients with a focus on relationship building and long-term satisfaction.

• Ability to simplify complex issues, communicate confidently with senior decision-makers, and manage high-pressure situations.

• Expert problem-solver able to anticipate issues and influence cross-functional teams.

• Exceptional ownership mindset with the ability to independently drive outcomes and anticipate client needs.

• Strong commercial awareness. Understands partner value, lifetime value, and revenue impact.

• Commercial awareness and ability to balance customer and business priorities.

• Excellent written and verbal communication, able to adapt tone and style to suit senior stakeholders.

• Time management and prioritisation in a fast-paced, high-volume environment.

• Strong collaboration and influencing skills across cross-functional teams.

• Outstanding communication skills to convey information clearly and build strong relationships.

• Passion for excellence and premium service delivery.

• High accountability and ownership; sees issues through to final resolution.

• Strategic thinker with a proactive mindset and continuous improvement focus.

• Calm and composed under pressure, always solution-focused.

• Trusted advisor who builds credibility quickly with internal and external senior stakeholders.

• Embodies Property Finder’s values of trust, innovation, and customer obsession.

Our promise to talent

At Property Finder, we believe talent thrives in an environment where you can be your best self. Where you are empowered to create, elevate, grow, and care. Our team is made up of the best and brightest, united by a shared ambition to change living for good in the region. We attract top talent who want to make an impact. We firmly believe that when our people grow, we all succeed.

Property Finder Guiding Principles

1. Think Future First

2. Data Beats Opinions, Speed Beats Perfection

3. Optimise for Impact

4. Act Like An Owner

5. The Biggest Risk is Taking no Risk at All

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