Client Services Specialist | Dubai, UAE

Nymcard; Dubai; Hybrid; USD 60,000 - 100,000; Full time

Job summary

Join a leading Banking-as-a-Service platform that empowers fintechs and enterprises to innovate rapidly. As a Client Service Specialist, you'll ensure exceptional support and seamless issue resolution for clients. Your role will involve managing tickets, conducting root cause analyses, and collaborating across teams to enhance service delivery. With a hybrid work environment and a flat structure, your contributions will directly impact the future of payments. This is an exciting opportunity to grow with a dynamic team that values transparency and collaboration.

Benefits

Generous Annual Leave

Equity for Key Positions

Relocation Support

Flat Structure

Candid Feedback

Autonomy in Work

Qualifications

• 5+ years in Client Service, Account Management, or Operations in fintech.
• Strong communication and problem-solving skills are essential.

Responsibilities

• Act as the primary contact for client inquiries and technical issues.
• Conduct Root Cause Analysis for major incidents and track resolutions.

Skills

Client Service

Account Management

Problem-solving

Excellent Communication

Interpersonal Skills

Analytical Skills

Education

Bachelor's Degree

Tools

Jira

CRM Tools

Job description

Our Company

NymCard's mission is to enable fintech and financial innovators to launch frictionless
payment programmes with our modern infrastructure, at record speed. Our open API
modern card issuing platform provides flexibility and control to issue cards, authorize
transactions and manage payment operations with just one integration and one partner.
We are a team of industry experts and technology innovators who take a dynamic approach
to solving complex industry challenges. NymCard has an open and collaborative work
environment and together we make up the NymCardian Nation. We power possibilities for
our customers AND each other by bringing the best talent together to do the best quality
work we can.
By staying true to our core values: Respect, Transparency, Collaboration, Quality, Speed,
Courage, NymCards strives to build a global team as diverse as the markets we serve. It is a
very exciting time to join NymCard and as our Business grows, you and your opportunities
will grow with it. To Learn more about NymCard visit our Website and LinkedIn.

The Role

As a Client Service Specialist at NymCard, you will be the primary point of contact for client support, ensuring seamless issue resolution and exceptional service delivery. You will manage incoming tickets, drive root cause analysis (RCA), and oversee incident escalation while maintaining adherence to SLAs. Your role is critical in maintaining client trust and satisfaction by ensuring timely and effective resolution of technical and operational issues.

Main Duties and Responsibilities:

Client Support & Ticket Management

• Act as the first point of contact for client inquiries and technical issues.
• Classify, prioritize, and assign incoming tickets based on urgency and impact.
• Monitor and manage open tickets to ensure timely resolution within the FRT SLA
• Maintain clear and proactive client communication throughout the resolution process to ensure optimal resolution times (TTR)

Incident & Escalation Management

• Follow the escalation matrix for critical issues and ensure proper stakeholder engagement.
• Conduct Root Cause Analysis (RCA) for major incidents and publish reports to internal teams and clients.
• Track and follow up internally on P1/P2 issues to ensure swift resolution.

Process Improvement & Reporting

• Identify recurring issues and work with product/engineering teams to implement long-term fixes.
• Maintain support documentation like FAQs, troubleshooting guides and process descriptions.
• Provide weekly/monthly reports on ticket trends, resolution times, and client feedback to identify the Client Satisfaction Score (CSAT)

Cross-Functional Collaboration

• Work closely with Engineering, Product, Operations and Business teams to resolve complex issues.
• Advocate for clients by sharing feedback and insights to improve NymCard's platform and processes.

Skills and Qualifications:

• Experience: 5+ years in a Client Service, Account Management, or Operations role within the financial services or fintech industry. Experience with ticketing systems like Jira is a plus.
• Skills: Excellent communication, problem-solving, and interpersonal skills. Ability to build and maintain strong relationships with clients and internal teams.
• Industry Knowledge: Experience in digital banking, payment systems, card issuing, or financial services is highly preferred.
• Technical Proficiency: Familiarity with digital card issuance platforms, payment processing systems, and CRM tools. Knowledge of SLAs, KPIs, and performance monitoring tools.
• Leadership: Ability to manage and lead client-facing initiatives and coordinate across multiple teams.
• Analytical Skills: Strong ability to analyze data and performance metrics to drive improvements and report on service delivery outcomes.
• Client-Focused: A customer-centric approach with a passion for delivering exceptional service and finding creative solutions to client challenges.

Why Us?

• We're the region's leading Banking-as-a-Service platform, trusted to issue and process virtual, physical and tokenized cards for the most innovative fintechs and enterprises. Your code (or craft) will reach millions of end-users across multiple countries the moment it ships.
• Our 1,000-plus public APIs and real-time platform let product and engineering teams move from idea to launch in weeks, not quarters. You'll work with modern stacks, clean architectures and plenty of green-field projects. .
• Hybrid & remote-friendly roles, relocation support, generous annual leave, equity for key positions.
• Flat structure, candid feedback, and autonomy mean your voice counts from day one.
• Whether you're crafting micro-services, designing intuitive UIs, or closing enterprise deals, you'll see the direct commercial impact of your work and celebrate it with a team that loves what they do.
• Join us at NymCard and help shape the future of payments-faster, smarter, everywhere.

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