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