Customer Success & Technical Support Specialist – Open Finance

Al Etihad Payments; Abu Dhabi; On-site; AED 70,000 - 150,000; Full time

Job summary

A leading company in the UAE's payments sector is seeking a Customer Success & Technical Support Specialist to liaise between technical teams and external stakeholders. The role focuses on onboarding Third Party Providers and ensuring a seamless user experience. Ideal candidates should possess a Bachelor’s Degree and have technical proficiency in digital platforms and APIs, along with strong communication skills in English and Arabic.

Benefits

Flexible, modern work environment

Competitive package with bonuses, educational allowances, and flight tickets

Comprehensive health insurance

Qualifications

• Experience in client onboarding, customer success, sales support, or technical support in financial services or tech.
• Fluent in English and Arabic.
• Familiarity with digital platforms, APIs, and fintech systems.

Responsibilities

• Develop deep knowledge of the Open Finance platform and its technologies.
• Guide TPPs and LFIs through onboarding, aligning with their goals and timelines.
• Respond to queries and collaborate with teams to resolve challenges efficiently.

Skills

Organizational Agility

Client-Centric Communication

Technical Proficiency

Problem-Solving Mindset

Collaborative Attitude

Education

Bachelor’s Degree

Job description

|Customer Success & Technical Support Specialist – Open Finance

Al Etihad Payments empowers employees to work in an environment that promotes productivity and well-being, while providing high-quality workplace and professional experience.

|Get to Know Us

Al Etihad Payments is the UAE’s designated retail payments entity, developing and operating infrastructure, standards, and solutions for the UAE Economy. It is a subsidiary of the Central Bank of the UAE, supported by the UAE Government.

Our employees work with licensed financial institutions and payment service providers to foster innovation and deliver excellent financial services efficiently across the UAE.

Al Etihad Payments supports the government’s cashless society, digitization objectives, and aims to be a top ten central bank globally.

|Our Culture

We are a collaborative, diverse, and passionate team supporting one another and making impactful contributions across the payment ecosystem.

|About the Role

The Customer Success Manager acts as the main liaison between technical teams and external stakeholders, supporting Third Party Providers (TPPs) and Licensed Financial Institutions (LFIs) integrating with our Open Finance platform. Responsibilities include resolving integration challenges, coordinating with suppliers, and providing support for smooth onboarding. A good understanding of the UAE banking ecosystem, a passion for technology, and clear communication of technical concepts are essential.

|What You’ll Do

• Platform Understanding: Develop deep knowledge of the Open Finance platform and its technologies.
• Client Onboarding & Integration Support: Guide TPPs and LFIs through onboarding, aligning with their goals and timelines.
• Proactive Customer Success Management: Anticipate needs, identify roadblocks, and ensure client satisfaction.
• Training & Enablement: Deliver training sessions and workshops to empower users and stakeholders.
• Technical Support & Issue Resolution: Respond to queries and collaborate with teams to resolve challenges efficiently.
• Cross-Functional Collaboration: Work with technical, product, and compliance teams to ensure a unified client experience.
• Continuous Improvement & Feedback Loop: Gather feedback to enhance the platform and inform product development.
• Documentation & Resource Development: Create onboarding materials, guides, FAQs, and internal resources.

|Minimum Qualifications: Bachelor’s Degree

|Technical and Behavioral Skills

• Experience & Background: Experience in client onboarding, customer success, sales support, or technical support in financial services or tech.
• Organizational Agility: Ability to manage multiple engagements and prioritize in a fast-paced environment.
• Client-Centric Communication: Strong English verbal and written skills, translating technical concepts for clients.
• Technical Proficiency: Familiarity with digital platforms, APIs, and fintech systems; troubleshooting skills.
• Problem-Solving Mindset: Analytical, proactive, and relationship-focused approach.
• Collaborative Attitude: Team-oriented with a passion for delivering excellent client experiences.

|Preferred Qualifications

Fluent in English and Arabic.

|What You Can Expect From Us

• Flexible, modern work environment.
• Motivated team aligned with UAE National Objectives.
• Competitive package with bonuses, educational allowances, and flight tickets (where eligible).
• Comprehensive health insurance.