Summary
Alaan is hiring a Customer Experience Specialist for a role focused on product operations, customer support, and technical product guidance. The specialist will respond to customers through WhatsApp, email, and phone, follow up on issues, and work with Design and Engineering teams to improve the product and customer experience. The role asks for at least 3 years of experience in similar roles, strong written and spoken Arabic and English, and the ability to manage customer problems through to resolution. The position is hybrid in Dubai and offers a competitive salary and equity.
The posting
As published on alaan.com. Pulled from the employer's site and shown as they wrote it.
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