Customer Experience Specialist (Fintech or B2B SaaS)

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 2000 leading businesses across the UAE and KSA, 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.
Alaan is also backed by Y Combinator and top global investors, including Peak XV (formerly Sequoia India & SEA), and built by a world-class team with experience from McKinsey, BCG, Goldman Sachs, Careem, Rippling, and other high-growth companies. This creates an environment where employees learn from top-tier talent while building at startup speed.
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/Customer Experience 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
3-5 years experience in similar roles with Fintech or B2B SaaS background.
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 organised 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 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

Work arrangement
No