Customer Excellence Specialist (Fintech)

TL;DR

Customer Excellence Specialist (Fintech): Manage customer experience and operations in a fast-paced startup building a MENA financial platform with an accent on responding to inquiries, improving satisfaction, and supporting agents. Focus on monitoring KPIs, optimizing processes, coaching team members, and driving data-informed enhancements for efficient service delivery.

Location: Dubai, UAE

Company

hirify.global is building MENA’s consumer and SMB financial platform, starting with a peer-to-peer and merchant wallet, backed by $22M Series A from top-tier investors.

What you will do

• Respond to customer inquiries promptly via chat, WhatsApp, and email.
• Monitor and achieve CX KPIs such as SLAs and CSAT.
• Review and improve support processes to reduce wait times and boost efficiency.
• Maintain and update knowledge base for accurate responses.
• Analyze CX metrics and implement process improvements.
• Coach and upskill CX agents through feedback and growth plans.
• Oversee team operations including scheduling and workload allocation.

Requirements

• 4+ years leading or mentoring customer support teams.
• Experience coaching, training, and providing feedback to build team performance.
• Plan and manage team schedules to meet service-level targets.
• Identify recurring issues and implement proactive solutions.
• Clear communication with customers and stakeholders.
• Data-driven decision-making for process and satisfaction improvements.

Nice to have

• Anticipate customer pain points and resolve proactively.
• Create innovative tools to improve CX.
• Deliver measurable gains in CSAT or resolution time.
• Transform insights into product or process changes.
• Fluent in written and spoken Arabic.

Culture & Benefits

• Fast-paced startup environment with high impact roles.
• Team from Apple, Uber, Stripe, Klarna, Revolut, Yandex, Nubank.
• Product with 10x YoY payments growth and international design awards.
• Opportunity to shape financial freedom in the Middle East.