About the Role: Responsibilities, Skills, and Requirements
Introduction
Ever wondered what it’s like to be on the front lines of fintech innovation—right in the buzzing heart of Dubai? As our new Senior Customer Service champion, you’ll play a pivotal role in defining how customers experience our cutting-edge financial solutions. If you thrive on solving challenges, making people’s lives a bit easier, and want your work to really matter, keep reading—this might be your next big move.
About the Company
We’re not your run-of-the-mill financial company. Born out of a desire to simplify personal finance, our Dubai-based fintech is growing fast—driven by creativity, analytical thinking, and a shared commitment to customer delight. Our team is an international mosaic (English, Arabic, and coffee appreciated in equal measure), focused on democratizing financial services. Friday demo days are lively, new ideas get traction, and feedback is both welcomed and acted upon. You’ll find a collaborative vibe in our Business Bay HQ—and a genuine excitement about shaking things up in the industry.
What You’ll Be Doing
- Be the expert point of contact for customer inquiries via phone, email, and live chat—no question too big or small
- Resolve customer issues with empathy, resourcefulness, and an understanding of our full suite of fintech offerings
- Analyze feedback and trends to share recommendations that improve the customer journey
- Work closely with internal product and tech teams, voicing customer needs and troubleshooting hot issues in real time
- Craft customer-focused solutions and personalized recommendations—sometimes thinking outside the script
- Mentor newer team members and help build a culture centered on support, learning, and operational excellence
- Stay up to date on industry changes, tech updates, and service best practices (we’ll give you tools, you bring curiosity)
What You’ll Bring
Must-Haves:
- Proven experience in a customer service or client-facing role (preferably in fintech, banking, or digital services)
- Strong problem-solving skills with a knack for clear, empathetic communication
- Comfort navigating multiple digital platforms simultaneously—tech doesn’t scare you
- Ability to stay calm and professional under pressure, even when handling escalations
- Fluent written and spoken English (Arabic is a strong plus)
Nice-to-Haves:
- Experience navigating CRM or ticketing systems
- Previous exposure to financial technology products or the Dubai market
- Ability to help foster team spirit and knowledge sharing
Not sure you tick every box? We’d still love to hear from you.
Why You’ll Love Working Here
- Competitive salary, plus bonus structure tied to performance and customer satisfaction
- Modern office in vibrant Business Bay—easy commute, endless lunch options, inspiring city views
- Supportive team culture with regular skill-building sessions, feedback, and fun events
- Personal and professional growth—if you want to move up, we’ll help you chart the path
- Health insurance and annual leave—because your well-being matters to us
- The chance to make a real impact at one of Dubai’s most promising fintech companies
We believe in hiring good humans and giving them room to grow. If you’re ready to help shape the future of finance, we can’t wait to meet you.
Common Interview Questions and Tips
To help you prepare and feel confident, here are some questions you might encounter during the interview process for this role.
- Can you walk us through a time when you handled a complex or sensitive customer inquiry, particularly in the fintech or digital services space? How did you resolve it, and what was the outcome?
- What strategies do you use to remain calm and focused when dealing with escalated or frustrated customers, especially under peak pressure?
- How do you approach troubleshooting technical issues that customers experience with digital financial products? Can you share an example?
- Our team communicates across email, phone, and live chat—how do you manage prioritizing multiple customer conversations and ensuring consistent, high-quality service?
- Describe a situation where you identified a recurring customer pain point and recommended changes to the product or process. How did you gather feedback, and how was your suggestion received?
- Are you comfortable using CRM or ticketing platforms? Tell us about the systems you’ve worked with and how they supported your workflow.
- How do you stay updated with new fintech products, regulations, or industry best practices? Share an instance where this knowledge helped you assist a customer more effectively.
- Imagine you’re mentoring a new team member who is feeling overwhelmed with the pace and volume of inquiries. How would you support them both practically and emotionally?
- Tell us about a time you collaborated closely with another department (such as product development or tech) to solve a customer problem. What did you learn from that experience?
- Our company thrives on feedback and experimentation. Can you describe how you’ve contributed innovative ideas or improvements in previous roles, even if they weren’t part of your core responsibilities?
- How do you ensure your communication style is both empathetic and clear when explaining complex financial products to customers who may have varying levels of technical knowledge?
- What excites you about working for a fast-paced, international team in Dubai’s fintech scene, and how do you see yourself helping us “shake up” the industry?
- In your view, what are key qualities that help build a supportive, engaged customer service team? How have you encouraged that spirit