Customer Service Specialist

About the Company

Our client is an innovative fintech venture dedicated to simplifying stock analysis for beginners through a cutting-edge digital platform. With a mission to make investing accessible and understandable, the company is building user-friendly financial tools that empower individuals to make confident trading decisions. The team is composed of passionate professionals working across technology, finance, and customer experience — all driven by the vision to redefine how people interact with financial data.

About the Role

We are looking for a Customer Service Specialist who will be the voice of our users and the bridge between customers and the product team. The ideal candidate is proactive, empathetic, and detail-oriented, with strong communication skills in both Arabic and English.

This role is pivotal in ensuring a smooth and satisfying experience for platform users by managing support inquiries, collecting and categorizing feedback, and generating insights that guide product improvement.

Key Responsibilities

• Serve as the first point of contact for user inquiries via chat, email, or in-app support.
• Provide prompt, clear, and empathetic assistance to users.
• Categorize user feedback (bugs, feature requests, UX issues, suggestions) and document them in internal tools (Notion / Trello / Jira).
• Generate weekly feedback reports highlighting trends and key insights for the product and engineering teams.
• Participate in User Acceptance Testing (UAT) for new releases and confirm issue resolution with users.
• Develop and maintain FAQs, canned replies, and user guides to enhance self-service capabilities.

Requirements

• 1–3 years of experience in Customer Service, Customer Support, or other user-facing roles.
• Excellent written and spoken communication in Arabic and English .
• Strong organizational skills and the ability to multitask effectively.
• Familiarity with CRM or ticketing systems (e.g., Zendesk, Jira, Notion, Trello).
• Basic understanding of UX and user-centric problem solving.
• Tech-savvy with a passion for fintech or SaaS platforms.

What We Offer

• Medical Insurance for employee and family
• Travel Tickets for expats
• Annual Bonus
• Transportation Allowance

Join a fast-growing team that values innovation, learning, and user satisfaction — where your insights directly shape the future of the product.