Customer Experience Associate

Alaan is an AI-powered expense management platform designed to simplify finance for businesses in the Middle East, helping them save both time and money. Our platform offers everything businesses need to manage and control their expenses in one place, including smart corporate cards, AI-powered automation and insights, streamlined accounting, and centralised dashboards.

Since 2022, over 800 businesses in the UAE—from startups to enterprises like Al Barari, Rove, Rivoli, Punjab National Bank, and CarSwitch—have used Alaan to control their spending and reduce costs. Together, our customers have saved over AED 100 million using Alaan.

What You’ll Be Doing?
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• Build relationships with Customers, be 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.
• 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
• Proactively and diligently follow up on issues raised by Customers
• Help Alaan continuously improve the way it serves its Customers
  

What We’re Looking For:

• Strong communication skills, both written and oral, and a high degree of confidence in speaking with Customers
• Helping others succeed and improve gives you energy
• You are trustworthy and others perceive you as trustworthy
• You can understand a problem, break it down, and identify logical next steps
• Very organized and meticulous (no customer issue falls through the cracks)
• Greater than 1-year experience in similar roles (ideal but not mandatory)
• You love working against a goal - and you will independently identify what is needed to reach the goal
• Strong listening skills, empathy, and problem-solving abilities
• Background in Fintech or B2B SaaS would be an added advantage
• Demonstrated ability to work solo as well as being a productive team member
• Have a strong work ethic and are eager to learn and make new connections with prospects
• Strong fluency in English, both written and oral

What your ideal day in Alaan would look like:

• Staying in constant touch on a Customer-facing front and serving as a bridge between the user and the Customer team to help hash out any issues if they occur
• Constantly helping users make the most of their Alaan experience by suggesting features that are best suited for each individual Customer, according to their needs
• Collecting feedback from users to help collaborate with the Product team for development/improvements to the product
• Diligently prioritizing and following up on issues with the product/tech team

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Why Alaan Might Be the Place for You:

• Thrive in a flexible hybrid culture with ample work-life balance.
• Competitive salary and equity
• Contribute to building the Middle East’s most beloved fintech brand from the ground up.
• Benefit from a role with significant ownership and accountability.
• Participate in exciting offsite events.
• Enjoy additional perks like travel allowances, gym memberships, and more.

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