Customer Experience Lead

About Alaan

We are 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 centralized dashboards.

Since 2022, over 1,000 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.

As a Customer Experience Lead at Alaan you will live at the intersection of operations, customer experience, and technical support. This role will be focused on Customer Experience and will lead the team overseeing the everyday use of our products 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.

• Lead the team of Product Operations Specialists supporting the users of our product
• Ensure the quality of conversations with users is of the highest quality, by reviewing the interactions and providing feedback to team members.
• Balance autonomy in solving problems with awareness of escalation necessities
• Own Customer Experience KPIs, including definition, monitoring and outcomes
• Provide data-driven insights on the needs of Customers and propose solutions to meet those unique business needs
• Thoroughly understand product and expense processes on the Customer side
• 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

• 6+ years experience in similar roles at prominent and fast-paced 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 English, both written and oral

• 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