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. You will help users maximise the value of Alaan’s AI‑powered spend management platform by providing timely, knowledgeable assistance across multiple channels.

Key responsibilities

• Serve as the first point of contact for customers via WhatsApp, email and phone.
• Understand customer needs and propose tailored solutions.
• Proactively follow up on open issues and ensure they are resolved.
• Develop deep knowledge of Alaan’s product and expense processes, offering improvement suggestions.
• Collaborate with design, engineering and product teams to enhance the user experience.
• Balance autonomous problem‑solving with appropriate escalation.

Required profile

• Minimum 3 years experience in a similar customer‑facing role at a fast‑growing startup.
• Background in fintech or B2B SaaS is a plus.
• Excellent written and verbal communication skills.
• Highly trustworthy, organized and detail‑oriented.
• Motivated by helping others succeed and achieving measurable goals.

Required skills