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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
This job is closed
But you can apply to other open Remote Customer Support jobs
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