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.