Customer Experience Specialist - Arabic Speaker

About Alaan Alaan is the Middle East’s first AI-powered spend management platform, built to help businesses save time and money.

Our all-in-one solution combines smart corporate cards, real-time expense tracking, AI-powered automation, seamless accounting integrations, and deep financial insights- designed to simplify finance operations and maximize control over company spend.

Founded in 2022, Alaan is already the trusted partner of over 1,300 leading businesses across the UAE, including G42, Careem, McDonald’s, Tabby, Al Barari, Rove Hotels, Rivoli, and CarSwitch. Together, our customers have saved over AED 100 million with Alaan.

In just three years, Alaan has become the #1 expense management platform in the Middle East- and we’ve done it while becoming profitable.

Backed by Y Combinator and top global investors- including founders and executives of leading startups- Alaan is built by a world-class team from McKinsey, BCG, Goldman Sachs, Barclays, Zomato, Careem, Rippling, and other high-growth companies.

We’re not just building software. We’re reimagining how finance works for modern businesses across the region.

About The Role As a Product Operations Specialist at Alaan you will live at the intersection of operations, customer experience, and technical support. Product Operations Specialists are tasked with helping everyday users use our products to the fullest by providing support and deep technical knowledge. Due to the extensive client exposure, this role is also in a prime location to create content about our products and work with our Design and Engineering teams to improve them.

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 We Are Looking For

3+ years experience in similar roles at prominent start-ups

Background in Fintech or B2B SaaS would be an added advantage

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 own a problem end-to-end, understanding it, breaking it down, and identifying logical next steps until resolution

Very organized and meticulous (no customer issue falls through the cracks)

You love working against a goal - and you will independently identify what is needed to reach the goal

Demonstrated ability to work solo as well as being a productive team member

Strong fluency in both Arabic and English, both written and oral

What\'s in it for you

Contribute to building the Middle East’s most beloved fintech brand from the ground up

Benefit from a role with significant ownership and accountability

Thrive in a flexible hybrid culture with ample work-life balance

Participate in exciting offsite events

Competitive salary and equity

Enjoy additional perks like travel allowances, gym memberships, and more

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