LH
Lina HaddadCo-founder & CEOPrev. Customer Ops, Souq.com
About
We're building the conversation layer for the next decade of business.
Mersal started in 2023 with a simple frustration: every customer-comms tool was either built for English-speaking SaaS or built for call-centers. Nothing was built for how teams in our region actually talk to customers.
- 80+businesses in production
- 14people on the team
- 5countries served
- 2 langAR + EN, native
The story
In 2023, our founders were running customer ops at a regional e-commerce company. They had four tools — one for WhatsApp, one for email, one for live chat, one for the help center — and none of them spoke Arabic properly. Templates broke RTL. Reports treated bilingual conversations as separate threads. Vendors quoted per-channel pricing that made every new touchpoint feel like a tax.
They built the first version of Mersal as an internal tool. Within six months, three other companies asked to use it. By the end of 2024, we were a team of fourteen, shipping to 80+ businesses across the GCC, Egypt, and Jordan — with a growing customer list in the UK and Singapore.
We're still small. We're still independent. And we still believe the best customer-comms platform is the one that respects how your team actually works — bilingual, multi-channel, and on your own infrastructure if that's what you need.
The convictions that guide us.
- 01
Bilingual is a foundation, not a feature.
Every screen, every report, every automation works in Arabic and English from day one. Not translated. Built that way.
- 02
Your conversations belong to you.
Self-host in your VPC, choose your region, export everything. We are infrastructure, not landlords.
- 03
AI should disappear when it's not useful.
Captain hands off the moment it's unsure. We'd rather lose volume than lose trust.
- 04
One price per agent. Not per channel.
Channels are not a feature gate. The whole platform comes with every plan.
- 05
Operations is design.
Permissions, audit logs, SLAs and routing aren't admin chrome — they're the product. We design them with the same care as the inbox.
- 06
Boring tech, careful changes.
We choose proven infrastructure and ship slowly enough that ops teams can sleep. Quarterly LTS releases for self-hosted.
The people behind Mersal.
Operators, designers, and engineers who've built and run customer-facing teams in the region.
YM
Yousef MansourCo-founder & CTOPrev. Eng, Careem
RA
Reem Al-HarbiHead of ProductPrev. Product, Tabby
KA
Khalid Al-OtaibiHead of CXPrev. Ops, Talabat
SB
Sarah BisharaHead of DesignPrev. Design, Anghami
OK
Omar KhouryHead of SalesPrev. Sales, Salla
Backed by
Wamda CapitalSTVRaed Ventures500 MENAAngels from Souq, Careem, Tabby
Want to work with us — or for us?
We're hiring engineers, designers, and customer-success people across MENA and EU.