Customer Experience Specialist

About the role

Alaan is the Middle East's first AI-powered spend management platform, helping businesses save time and money through smart corporate cards, expense tracking, and financial insights. As a Customer Experience Specialist in the Customer Experience team (Operations), you will live at the intersection of operations, customer experience, and technical support, serving as the first point of contact for customers via WhatsApp, email, and phone. You will build relationships, understand customer needs, propose solutions, follow up on issues, and work cross-functionally with Design and Engineering to improve the product. Based in Bengaluru, India, this is a hybrid, full-time role requiring a five-day workweek with Saturday and Sunday availability and two weekday offs.

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 you’ll bring

• 3-5 years experience in similar roles with Fintech or B2B SaaS background
• Strong communication skills, both written and oral
• High degree of confidence in speaking with customers
• Strong fluency in English, both written and oral
• Ability to 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)
• Demonstrated ability to work solo as well as being a productive team member
• Helping others succeed and improve gives you energy

Skills

Benefits

• Competitive salary and equity
• Travel allowances
• Gym memberships
• Flexible hybrid culture with ample work-life balance
• Participation in exciting offsite events