About the role

As a Customer Operations Lead at Alaan you will be the reference point for all operational aspects of our products. From onboarding to card transactions, or accounting, you will lead the team providing operational insights and outputs, This role will bridge the gap between the Customer Experience, Sales, and Product/Engineering teams, and provide deep technical knowledge and cross-functional support. You will also be responsible for delivering operational excellence, improving processes, and helping to solve complex customer issues

What you’ll do

• Lead and mentor the team working on the various pillars of Customer Operations
• Ensure consistent and high-quality delivery of the operational components of our products
• Be the technical reference for industry-specific topics, like Compliance, Bank Transfers, Card Transactions, or Accounting
• Partner with Product and Engineering to increase the efficiency of our products
• Partner with Sales and Customer Success to increase the adoption and ramp-up of our products
• Own team KPIs, including definition, monitoring and outcomes
• Provide data-driven insights on Customer needs and propose solutions to resolve them

What we are looking for

• 6+ years experience in similar roles at prominent and fast-paced start-ups
• Background in Fintech or B2B SaaS would be an added advantage
• Ownership, and ability to drive initiatives until successful completion
• Investigative and critical thinking skills
• Problem-solving excellence, understanding issues end-to-end, breaking them down, and identifying logical next steps until resolution
• Ability to translate technical concepts into easy-to-understand guidance for non-technical stakeholders
• 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