Operations Lead - Customer Experience

at  Alaan

About Alaan
We are an AI-powered expense management platform designed to simplify finance for businesses in the Middle East, helping them save both time and money. Our platform offers everything businesses need to manage and control their expenses in one place, including smart corporate cards, AI-powered automation and insights, streamlined accounting, and centralized dashboards.
Since 2022, over 1,000 businesses in the UAE—from startups to enterprises like Al Barari, Rove, Rivoli, Punjab National Bank, and CarSwitch—have used Alaan to control their spending and reduce costs. Together, our customers have saved over AED 100 million using Alaan.

ABOUT THE ROLE

As an Operations Lead at Alaan you will live at the intersection of operations, customer experience, and technical support. This role will be focused on Customer Experience and will lead the team overseeing the everyday use of our products 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

• Lead the team of Product Operations Specialist supporting the users of our product
• Ensure the quality of conversations with users is of the highest quality, by reviewing the interactions and providing feedback to team members.
• Balance autonomy in solving problems with awareness of escalation necessities
• Own Customer Experience KPIs, including definition, monitoring and outcomes
• Provide data-driven insights on the needs of Customers and propose solutions to meet those unique business needs
• Thoroughly understand product and expense processes on the Customer side
• 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