Customer Experience Associate (Russian Speaker)

Full time

Customer Experience Associate - Russian Speaker

Alaan is in the process of making spend management and corporate expenses as easy as possible in the $3 Trillion+ Middle Eastern B2B payments market by bringing its product offering to medium and large businesses in the UAE.

Alaan is a highly Customer-obsessed organization, putting our users’ needs above all else. Hence we are looking for a Customer Success Associate with the same values to help us take our mission of Customer obsession into the hands of our users.

Key responsibility would include:

  • 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

You would be the perfect fit:

  • 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 Russian and 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

Why work at Alaan

  • Fully remote culture with a seriously high degree of flexibility
  • High ownership, high responsibility - align on the problems you want to solve and run with it!
  • Alaan is a tested model but in a new market, hence it is a chance to be a part of a rocket ship that is just waiting to take off
  • Competitive compensation and health benefits
  • Equity compensation for all employees to bring a high degree of ownership into your work, so as the company grows, you grow with it
  • Frequent company off-sites to keep the remotely distributed team closely knit together
  • A Macbook to make your life easier

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