Customer Experience Specialist

About the role

As a Customer Experience Specialist at Alaan, you will operate at the intersection of product operations, customer support and technical assistance, helping users maximise the value of our AI‑powered spend management platform.

Key responsibilities

• Build relationships with users as the first point of contact via WhatsApp, email and phone.
• Understand customer needs and propose tailored solutions.
• Proactively follow up on issues raised by customers.
• Deeply understand product and expense processes and suggest improvements.
• Balance autonomy in problem solving with appropriate escalation.
• Work cross‑functionally to improve the product and overall customer experience.
• Act as the product expert for customers and relay customer insights to the product team.
• Contribute to continuous improvement of how Alaan serves its customers.

Required profile

• Minimum 3 years experience in similar roles at prominent start‑ups.
• Background in Fintech or B2B SaaS is a plus.
• Strong written and verbal communication skills.
• Ability to own problems end‑to‑end and drive them to resolution.
• Highly organized and meticulous, ensuring no customer issue falls through the cracks.
• Motivated by helping others succeed.
• Trustworthy and perceived as trustworthy by colleagues and customers.

Required skills

• Experience with customer support channels such as WhatsApp, email and phone systems.
• Knowledge of expense management or financial SaaS products.