Customer Service Support Manager

We are a retail and institutional Islamic brokerage start-up based in Abu Dhabi, UAE.

Our mission is to provide a world-class trading and investing platform that empowers both individual investors and financial institutions to access global markets in a Shariah-compliant way.

We're building a platform that combines modern fintech infrastructure with Islamic finance principles - delivering simplicity, transparency, and trust to users across the region and beyond.

We are looking for a dedicated and empathetic Customer Support Specialist to join our growing team at Tabadulat. In this role, you will be the first point of contact for our users - helping them navigate our platform, resolve queries, and experience the high standard of service that defines our brand.

The ideal candidate is fluent in both Arabic and English, has a natural ability to connect with people, and is comfortable handling customer interactions across multiple channels including calls, live chat, and email. You will play a critical role in ensuring our clients feel supported, heard, and valued at every touchpoint.

This is a fully remote role, and we are particularly looking for candidates based in Egypt who can support our Arabic-speaking user base across the GCC region.

1.  Customer Communication & Support

• Respond to customer inquiries via calls, live chat, email, and messaging platforms in a timely and professional manner.
• Provide clear, accurate, and helpful information about Tabadulat's products, services, and platform features.
• Handle and resolve customer complaints with empathy and efficiency, escalating complex cases to relevant internal teams when needed.
• Maintain a consistently high standard of service in all customer interactions, in both Arabic and English.

2.  Account & Onboarding Assistance

• Guide new users through the onboarding and account registration process, including KYC document submission.
• Help customers troubleshoot account-related issues such as login difficulties, verification status, and transaction queries.
• Ensure customers understand how to use the platform's features, including trading tools and portfolio management.

3.  Internal Coordination

• Collaborate with compliance, operations, and product teams to resolve customer issues and relay feedback.
• Document customer queries, feedback, and recurring issues accurately in the system.
• Contribute insights from customer interactions to help improve the product and support processes.

4.  Quality & Compliance

• Adhere to regulatory and Shariah-compliance guidelines in all customer communications.
• Ensure all interactions are logged and handled in line with the company's data privacy and compliance policies.

1.  Language & Communication

• Full professional proficiency in Arabic and English (written and spoken) - this is a mandatory requirement.
• Exceptional communication skills with the ability to explain complex financial concepts in simple terms.

2.  Experience

• 1–3 years of experience in a customer support or client-facing role, ideally within fintech, banking, or financial services.
• Experience handling customer interactions across multiple channels (phone, email, chat).

3.  Domain Knowledge

• Basic understanding of financial products, brokerage services, or investment platforms is preferred.
• Awareness of KYC/AML processes and regulated financial environments is an advantage.

4.  Soft Skills

• Patient, empathetic, and calm under pressure.
• Strong problem-solving skills and a proactive mindset.
• Highly organized with excellent attention to detail.
• Comfortable working independently in a fully remote environment.

5.  Location

• Based in Egypt.

• Competitive salary and benefits package.
• Direct collaboration with the founding team.
• Mission-driven culture built on trust, innovation, and impact.
• Flexible remote work and career development opportunities.

If you are a motivated, bilingual customer support professional who is passionate about delivering exceptional service and wants to be part of a company building the future of shariah-compliant investing, we would love to hear from you.