Customer Service Agent – Government Relations & E‑Commerce Compliance Specialist (KSA Market)

About arenaflex

arenaflex is a fast‑growing, technology‑driven leader in the e‑commerce ecosystem, dedicated to delivering seamless shopping experiences across the Middle East and beyond. Our mission is to empower merchants, delight consumers, and build trustworthy partnerships with regulators and government bodies. With a data‑centric culture, a commitment to continuous learning, and a global footprint that spans Berlin, Amsterdam, Dubai, and Riyadh, arenaflex offers a dynamic environment where innovative ideas thrive and careers accelerate.

Why This Role Matters

In the rapidly evolving landscape of online retail, regulatory compliance is not just a requirement—it is a strategic advantage. As a Customer Service Agent – Government Relations & E‑Commerce Compliance Specialist, you will serve as the critical bridge between arenaflex’s customers, internal teams, and Saudi Arabian government agencies. Your expertise in e‑commerce law will help resolve escalated complaints, safeguard the brand’s reputation, and ensure that arenaflex remains a model of compliance excellence.

Key Responsibilities

• Conduct periodic reviews of local complaint‑management processes to pinpoint inefficiencies and recommend actionable improvements.
• Take ownership of escalated complaints that require cross‑functional investigation, coordinating closely with Product, Legal, and Operations teams.
• Lead initiatives to enhance ticketing system workflows, ensuring faster resolution times and higher stakeholder satisfaction.
• Generate regular operational and success KPI reports for back‑office teams, establishing alert mechanisms for emerging risks.
• Act as the primary point of contact for Ministry and local government‑generated complaints, delivering timely responses, solutions, and follow‑up communications.
• Collaborate with the compliance and risk management units to develop and maintain up‑to‑date documentation of regulatory requirements in the Kingdom of Saudi Arabia (KSA).
• Provide analytical insights and trend analyses that inform strategic decisions and policy updates across the organization.
• Mentor junior team members on best practices for handling government‑related escalations and compliance documentation.

Essential Qualifications

• Minimum 3 years of hands‑on experience in retail or e‑commerce law, with a proven track record of managing government escalations and regulatory compliance within the KSA.
• Deep knowledge of Saudi Arabian e‑commerce legislation, including contractual law, law of obligations, commercial law, advertising law, payment regulations, consumer protection, intellectual property, and data‑privacy statutes.
• Exceptional written and verbal communication skills in Arabic; proficiency in English is highly desirable.
• Demonstrated ability to thrive in fast‑paced, ambiguous environments while maintaining meticulous attention to detail.
• Strong analytical mindset with a problem‑solving orientation and a collaborative team spirit.
• Proven multitasking capabilities, resilience under pressure, and ability to meet strict deadlines.
• Advanced research skills and a systematic approach to follow‑up and documentation.
• Proficiency with Microsoft Office Suite (Word, Excel, PowerPoint) and familiarity with ticketing platforms (e.g., Zendesk, ServiceNow).

Preferred Qualifications & Additional Skills

• University degree in Law, Business Administration, Public Policy, or a related field.
• Certification in compliance, risk management, or a related discipline (e.g., CCEP, CRMA).
• Experience working within a multinational e‑commerce organization or a technology‑focused startup.
• Knowledge of additional languages spoken in the Gulf region (e.g., Urdu, Hindi) is a plus.
• Exposure to data‑analytics tools (SQL, Power BI) for generating compliance dashboards.

What You’ll Gain – Career Growth & Learning

arenaflex invests heavily in the professional development of its employees. In this role, you will have access to:

• Personalised training allowance: An annual budget to attend conferences, workshops, or certification programs of your choice.
• Learning Management System (LMS): Unlimited access to a curated library of courses covering legal updates, soft‑skill development, and emerging e‑commerce trends.
• Mentorship programs: Direct guidance from senior legal and compliance leaders across arenaflex’s global network.
• Cross‑functional exposure: Opportunities to collaborate with Product, Category, Operations, and Data Science teams, broadening your business acumen.
• Leadership pathway: Clear progression routes toward senior compliance, policy‑management, or regional regulatory‑affairs positions.

Work Environment & Culture at arenaflex

Our culture is built on three pillars: innovation, inclusivity, and impact. At arenaflex you will experience:

• A startup‑spirited atmosphere that encourages experimentation and rapid iteration.
• Transparent communication channels where every voice is heard, and ideas are evaluated on merit.
• Diverse, international teams that celebrate cultural differences and foster a sense of belonging.
• Regular team rituals, virtual coffee chats, and in‑person events that strengthen relationships across offices.
• Flexible working arrangements, including hybrid office models and remote‑work options, to support work‑life harmony.

Compensation, Perks & Benefits

arenaflex offers a competitive total rewards package that includes:

• Market‑aligned base salary with performance‑based bonuses.
• Comprehensive health insurance covering medical, dental, and vision care.
• Retirement savings plan with employer matching contributions.
• Generous paid time off, parental leave, and holiday calendars.
• Employee assistance program (EAP) for mental‑wellness support.
• Technology stipend for home‑office setup and ergonomic equipment.
• Employee referral program and recognition awards that celebrate outstanding contributions.

How to Apply

If you are passionate about navigating the intersection of e‑commerce and government regulation, and you thrive on turning complex challenges into actionable solutions, we want to hear from you. Join arenaflex’s mission‑driven team and help shape the future of online retail in the Kingdom of Saudi Arabia.

Ready to make an impact? Apply to this Job today.

Explore More About arenaflex

Want to learn more about our culture, values, and the people behind arenaflex? Visit our Career Website, follow us on LinkedIn, or watch employee stories on YouTube. Discover why arenaflex is the place where ambitious professionals grow, innovate, and succeed.