Customer Experience Specialist (Fintech or B2B SaaS)

Alaan; India; Hybrid; INR 800,000 - 1,500,000; Full time

Benefits offered by this job

Equity

Travel allowance

Gym membership

Job summary

Alaan is seeking a Customer Experience Specialist to join our growing fintech team. You will engage with customers across WhatsApp, email, and phone, understand unique business needs, and propose practical solutions.

The role emphasizes owning issues end-to-end, maintaining high organization, and collaborating with Design and Engineering to enhance products. You will contribute to content creation, customer education, and improving support experiences while thriving in a flexible hybrid culture

Qualifications

• 3–5 years experience in Fintech or B2B SaaS.
• Strong written and spoken English.
• Owns problems end-to-end with clear next steps.
• Very organized and detail-oriented; no issue gets missed.
• Enjoys working toward a goal and taking initiative.
• Experience handling customer interactions via multiple channels.

Responsibilities

• Build relationships with users as the first point of contact (WhatsApp, Email, Phone).
• Understand customer needs and propose tailored solutions.
• Proactively follow up on issues raised by customers.
• Understand product/expense processes and suggest improvements.
• Balance autonomy with escalation when necessary.
• Work cross-functionally to improve product/experience for customers.
• Be the product expert for customers and vice versa.
• Help continuously improve customer service processes.

Skills

Fintech/B2B SaaS experience

Communication skills

English fluency

Problem ownership

Organized/detail-oriented

Independent contributor

Job description

Customer Experience Specialist (Fintech or B2B SaaS)

Alaan is the Middle East’s first AI-powered spend management platform, built to help businesses save time and money.
Our all-in-one solution combines smart corporate cards, real-time expense tracking, AI-powered automation, seamless accounting integrations, and deep financial insights- designed to simplify finance operations and maximize control over company spend.

Founded in 2022, Alaan is already the trusted partner of over 2000 leading businesses across the UAE and KSA, including G42, Careem, McDonald’s, Tabby, Al Barari, Rove Hotels, Rivoli, and CarSwitch. Together, our customers have saved over AED 100 million with Alaan.

In just three years, Alaan has become the #1 expense management platform in the Middle East- and we’ve done it while becoming profitable.

Alaan is also backed by Y Combinator and top global investors, including Peak XV (formerly Sequoia India & SEA), and built by a world-class team with experience from McKinsey, BCG, Goldman Sachs, Careem, Rippling, and other high-growth companies. This creates an environment where employees learn from top-tier talent while building at startup speed.

We’re not just building software. We’re reimagining how finance works for modern businesses across the region.

About the role

As a Product Operations/Customer Experience 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

• 3-5 years experience in similar roles with Fintech or B2B SaaS background.
• 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 organised 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 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 equityEnjoy additional perks like travel allowances, gym memberships, and more