Customer Experience Specialist - Arabic Speaker

Alaan الآن; Riyadh; Hybrid; SAR 150,000 - 200,000; Full time

Job summary

A fintech startup in Riyadh seeks a Product Operations Specialist who will bridge customer interactions and technical support. The ideal candidate has 3+ years of experience in similar roles, strong fluency in Arabic and English, and is highly organized. Responsibilities include understanding customer needs, improving product experiences, and providing support across various channels. This role offers a competitive salary, equity, and additional perks like travel allowances and gym memberships.

Benefits

Travel allowances

Gym memberships

Flexible work culture

Qualifications

• 3+ years experience in similar roles at prominent start-ups.
• Experience in Fintech or B2B SaaS is beneficial.
• Ability to handle customer issues end-to-end.

Responsibilities

• Build relationships with users through various communication channels.
• Understand customer needs and propose suitable solutions.
• Follow up diligently on customer issues.

Skills

Strong communication skills

Problem-solving

Customer interaction

Fluency in Arabic and English

Experience in Fintech or B2B SaaS

Job description

About Alaan

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 1,300 leading businesses across the UAE, 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.

Backed by Y Combinator and top global investors- including founders and executives of leading startups- Alaan is built by a world-class team from McKinsey, BCG, Goldman Sachs, Barclays, Zomato, Careem, Rippling, and other high-growth companies.

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 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+ 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

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 equity
• Enjoy additional perks like travel allowances, gym memberships, and more