Head of CX | FinTech | Dubai, On-site

Comfi Payments; Dubai; On-site; AED 300,000 - 540,000; Full time

Benefits offered by this job

Visa sponsorship

Medical insurance

Job summary

Comfi Payments is seeking a Head of Customer Experience to own the customer journey from onboarding to ongoing support. This hands-on leadership role combines customer empathy with operations, data, and process thinking to scale the experience as the company grows.

You will lead the CX team, collaborate with Sales, Risk, Product, Finance and Collections to accelerate onboarding and improve customer satisfaction. Strong English communication and UAE/MENA market exposure are essential.

Qualifications

• 5+ years of experience in Customer Experience or similar function, with team leadership in fintech, lending, payments, banking, or B2B financial services.
• Experience building or scaling CX processes in a start-up or fast-growing company.
• Customer-oriented, structured and commercially minded.
• Experience with CRM, ticketing, workflow automation, and customer support tools.
• Strong analytical and problem-solving skills; comfortable with KPIs and operational data.
• Ability to identify inefficiencies and turn messy processes into scalable workflows.
• Able to drive projects across multiple teams without waiting for perfect instructions.
• Proactive, hands-on, and comfortable in a rapidly changing environment.
• Experience working in the UAE or wider MENA market.
• Excellent written and verbal English communication skills.

Responsibilities

• Own the end-to-end customer journey from onboarding to active usage and ongoing support.
• Lead and develop the CX team with clear responsibilities, KPIs, service standards, and performance expectations.
• Improve onboarding and activation by identifying bottlenecks.
• Build scalable CX processes to support rapid growth while maintaining service quality.
• Own customer support quality and SLAs, ensuring fast, clear, and professional handling of issues.
• Track CX performance through data on response times, onboarding conversion, retention, and satisfaction.
• Work with Product and Tech to fix root causes of recurring issues.
• Coordinate with Sales, Risk, Finance, Product, and Collections for smooth handovers.
• Create feedback loops and implement improvements; introduce automation and AI where beneficial.
• Support new products and markets with scalable CX processes.

Skills

CRM

Ticketing systems

Workflow automation

Customer support tools

Analytical skills

KPIs

Tools

CRM software

Data analytics tools

Job description

Location: Dubai, UAE (On-site)

Type: Full-time

Compensation: Competitive Salary

Benefits: Visa sponsorship, medical insurance

About Comfi

• Comfi provides SMEs across the Middle East with the fastest and simplest access to working capital.
• We help suppliers and businesses unlock cash flow in hours rather than weeks through products such as Invoice Financing, Payable Financing, and Dealer Financing.
• By turning future payments into immediate liquidity, we enable businesses to operate, grow, and remain in control of their finances.
• Today, Comfi serves companies across industries including automotive, electronics, healthcare, and F&B, eliminating the complexity, uncertainty, and delays associated with traditional financing.
• Backed by $65M in venture debt facilities and growing at 20% month-over-month, Comfi is rapidly expanding across the region. We are not improving traditional financing — we are redefining how businesses access capital.

The Role

We are looking for a Head of Customer Experience to own the customer journey at Comfi — from onboarding and activation to ongoing support and retention. This is a hands‑on leadership role for someone who can combine customer empathy, strong operations, data, and process thinking.

You will lead the CX team, improve the way customers interact with Comfi, remove friction across the customer journey, and work closely with Sales, Risk, Product, Finance, and Collections to make the experience faster, clearer, and more scalable.

What You’ll Do

• Own the end-to-end customer journey, from onboarding to active usage and ongoing support.
• Lead and develop the CX team, setting clear responsibilities, KPIs, service standards, and performance expectations.
• Improve onboarding and activation, identifying bottlenecks and reducing the time and effort required for customers to start using Comfi.
• Build scalable CX processes that can support rapid growth without sacrificing service quality.
• Own customer support quality and SLAs, ensuring issues are handled quickly, clearly, and professionally.
• Track CX performance through data, including response times, onboarding conversion, customer satisfaction, retention, recurring issues, and other key metrics.
• Identify recurring customer pain points and work with Product and Tech teams to fix root causes rather than repeatedly solving the same problems manually.
• Work cross-functionally with Sales, Risk, Finance, Product, and Collections to ensure smooth customer handovers and clear ownership at every stage.
• Build customer feedback loops and turn feedback into actionable improvements.
• Introduce automation and AI tools where they can improve speed, consistency, and team productivity.
• Support new products and markets, designing CX processes that can scale as Comfi expands.

We’re looking for someone who:

• Has 5+ years of experience in Customer Experience or a similar function, including team leadership in fintech, lending, payments, banking, or B2B financial services.
• Has experience building or scaling CX processes in a start-up or fast-growing company.
• Is highly customer-oriented, while still being structured and commercially minded.
• Is experienced with CRM, ticketing, workflow automation, and customer support tools.
• Has strong analytical and problem-solving skills and is comfortable working with KPIs and operational data.
• Can identify inefficiencies and turn messy processes into clear, scalable workflows.
• Is comfortable working across multiple teams and driving projects without waiting for perfect instructions.
• Is proactive, hands‑on, and comfortable working in a rapidly changing environment.
• Has experience working in the UAE or wider MENA market.
• Has excellent written and verbal communication skills in English.

Nice to Have

• Experience with SME or B2B customers.
• Experience with CRM, ticketing, workflow automation, and customer support tools.
• Experience implementing AI or automation into CX processes.
• Experience working in the UAE or wider MENA market.