Senior CX Specialist | FinTech | Dubai, On-site

📌 Type: Full-time

🏥 Benefits: Visa sponsorship, medical insurance

We’re looking for a dependable Senior Customer Experience Specialist to support our fast-growing operations.

You’ll act as a key point of contact for our customers, handling complex and escalated cases, resolving issues, and ensuring every interaction is smooth, professional, and aligned with our standards.

In addition to frontline support, you’ll help improve processes, collaborate closely with internal teams, and support junior team members when needed.

We’re looking for someone proactive, solution-oriented, and confident working in a fast-paced environment, who is excited to grow and take on more responsibility within the team.

🔹 Respond to customer issues via phone, email, or chat with empathy and urgency

🔹 Monitor client satisfaction and help proactively resolve concerns

🔹 Maintain up-to-date records of client interactions and outcomes, ensuring a high standard of communication

🔹 Collaborate with internal teams (sales, risk, tech) to solve customer problems

🔹 Identify recurring issues and contribute ideas to improve our service and platform

🔹 Act as an escalation point for junior team members and support them in resolving complex cases

🔹 Support onboarding and guidance of new or junior agents when needed

✅ 3+ years of experience in a customer support or client-facing role

✅ Strong problem-solving abilities with a focus on identifying root causes

✅ Proven ability to manage complex or escalated customer cases independently

✅ Experience collaborating with cross-functional teams

✅Experience improving processes or contributing to operational efficiency

✅ Comfortable working under pressure in a fast-paced environment

✅ Empathetic, patient, and customer-first mindset

✅ Fluency in English (additional languages is a plus!)

– Take full ownership of complex customer journeys and drive high-quality outcomes

– Influence customer satisfaction and long-term value

– Go beyond support by improving processes and shaping CX standards

– Join a company scaling at 20% MoM