Customer Success & Systems Specialist

Lunar Rails

Dubai, UAE

Full Time

Mid

Hybrid

Yesterday

CRM configurationAPI integrationAI automationNo code platformsCustomer journey mappingKPI tracking

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Key skills for this role

CRM configurationAPI integrationAI automation

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About the Role

Lunar Rails is hiring a Customer Success & Systems Specialist to own the customer onboarding and success process, design client journeys, and build automations using AI and no-code tools.

Key Skills for This Role

CRM configurationAPI integrationAI automationNo code platformsCustomer journey mappingKPI tracking

Responsibilities

Audit the current onboarding and customer success process across all business lines, identify gaps, friction points, and opportunities
Design and own the end to end client journey from first contact through to first trade or transaction
Build the processes, SOPs, and documentation the team works from
Define what great looks like for the client experience and build toward it using AI and automation
Own KPI tracking from day one: time to first trade, onboarding completion rate, compliance review time, where clients drop off, reported weekly
Set the standard for client communication: templates, tone, sequencing, timing
Drive the CSAT programme once live and use the data to improve
Audit the current automation and integration stack and identify what needs fixing, rebuilding, or adding
Own the full integration stack end to end once assessed: fix what is broken, complete what is partially built, maintain it going forward
Ensure all automated communications are context aware and triggered by the right client state
Use AI and agentic frameworks to reduce manual intervention wherever possible
Redesign client facing intake and pre qualification flows to reduce friction and drop off

Requirements

3 to 6 years in customer success, onboarding, or CS operations, ideally in fintech, payments, trading, or similar fast moving environment
Has built or significantly improved a CS process before, not just executed one someone else designed
Hands on CRM experience: able to configure pipelines, automate workflows, and produce reporting independently
Builds automations using AI native tools and no code or low code platforms
Comfortable connecting systems via APIs and webhooks without needing a developer
Has a point of view: forms opinions on what good looks like and can defend them

Full Job Posting

About the Role

Lunar Rails is a multi entity fintech operating trading, invoicing, and payments business lines across global markets.
The role is to own the customer success and onboarding system, assess what is working, and build it into something excellent.
Reports directly to the Director of Operations.

What You Will Own CS Design and Operations (50%)

Audit the current onboarding and customer success process across all business lines, identify gaps, friction points, and opportunities
Design and own the end to end client journey from first contact through to first trade or transaction
Build the processes, SOPs, and documentation the team works from
Define what great looks like for the client experience at Lunar Rails and build toward it using AI and automation
Own KPI tracking from day one: time to first trade, onboarding completion rate, compliance review time, where clients drop off, reported weekly
Set the standard for client communication: templates, tone, sequencing, timing
Drive the CSAT programme once live and use the data to improve
Work with the CS Activation Specialist to ensure clean handoffs between onboarding and activation

What You Will Own Systems and Integrations (40%)

Audit the current automation and integration stack: CRM, KYC platform, workflow automation, notifications, and identify what needs fixing, rebuilding, or adding
Own the full integration stack end to end once assessed: fix what is broken, complete what is partially built, maintain it going forward
Ensure all automated communications are context aware and triggered by the right client state, not by time elapsed
Use AI and agentic frameworks to reduce manual intervention wherever possible
Redesign client facing intake and pre qualification flows to reduce friction and drop off
Manage CRM configuration, pipeline stages, and reporting across all business lines
Connect systems via APIs and webhooks without needing a developer

Support with OTC Desk Operations (10%)

Be available to accept and process OTC trades during working hours, following a defined playbook
Full training provided; no prior trading experience required; a few hours per week

Must Have

3 to 6 years in customer success, onboarding, or CS operations: ideally in fintech, payments, trading, or a similarly fast moving environment
Has built or significantly improved a CS process before, not just executed one someone else designed
Hands on CRM experience: able to configure pipelines, automate workflows, and produce reporting independently
Builds automations using AI native tools and no code or low code platforms
Comfortable connecting systems via APIs and webhooks without needing a developer
Has a point of view: you form opinions on what good looks like and can defend them

Nice to Have

Experience with KYC or identity verification platforms
Background in crypto, OTC trading, or payments
Experience designing client journey maps or onboarding playbooks from scratch
Has built or experimented with agentic workflows: AI agents, multi step reasoning chains, or LLM powered automation

Benefits & Perks

Flexible working hours with hybrid WFH
Comprehensive compensation packages
A brand new modern office near Dubai Marina
Monthly team lunches, and a very healthy team events budget

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