Customer Experience Specialist at Alaan

, , Egypt -

Full Time

Start Date

Immediate

Expiry Date

06 Jun, 26

Salary

0.0

Posted On

08 Mar, 26

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Customer Experience, Product Operations, Technical Support, Relationship Building, Problem Solving, Cross-functional Collaboration, Product Expertise, Communication, Organization, Autonomy, Follow-up, Process Improvement

Industry

Financial Services

Description

About the role As a Product Operations Specialist at Alaan you will live at the intersection of operations, customer experience, and technical support. Product Operations Specialists are tasked with helping everyday users use our products to the fullest by providing support and deep technical knowledge. Due to the extensive client exposure, this role is also in a prime location to create content about our products and work with our Design and Engineering teams to improve them. What you'll do Build relationships with users, by being the first point of contact for Customer interaction (Whatsapp, Email, Phone) Understand the needs of Customers and propose solutions to meet those unique business needs Proactively and diligently follow up on issues raised by Customers Thoroughly understand product and expense processes on the Customer side and make improvement suggestions Balance autonomy in solving problems with awareness of escalation necessities Work cross-functionally to improve the product/experience for the Customer Be the product expert to the Customer and the Customer expert to the product team Help Alaan continuously improve the way it serves its Customers What we are looking for 3+ years experience in similar roles at prominent start-ups Background in Fintech or B2B SaaS would be an added advantage Strong communication skills, both written and oral, and a high degree of confidence in speaking with Customers Helping others succeed and improve gives you energy You are trustworthy and others perceive you as trustworthy You can own a problem end-to-end, understanding it, breaking it down, and identifying logical next steps until resolution Very organized and meticulous (no customer issue falls through the cracks) You love working against a goal - and you will independently identify what is needed to reach the goal Demonstrated ability to work solo as well as being a productive team member Strong fluency in both Arabic and English, both written and oral What's in it for you Contribute to building the Middle East’s most beloved fintech brand from the ground up Benefit from a role with significant ownership and accountability Thrive in a flexible hybrid culture with ample work-life balance Participate in exciting offsite events Competitive salary and equity Enjoy additional perks like travel allowances, gym memberships, and more

Responsibilities

The specialist will serve as the first point of contact for customer interactions via WhatsApp, Email, and Phone, building relationships and understanding unique business needs to propose solutions. They will also proactively follow up on issues, thoroughly understand product processes, and suggest improvements.