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Key Account Support Specialist

1 week ago

Riyadh, Ar Riyāḑ, Saudi Arabia Alaan Full time
About Alaan

We are an AI-powered expense management platform designed to simplify finance for businesses in the Middle East, helping them save both time and money. Our platform offers everything businesses need to manage and control their expenses in one place, including smart corporate cards, AI-powered automation and insights, streamlined accounting, and centralized dashboards.

Since our inception, over 1000 businesses in the UAE — from startups to enterprises like Al Barari, Rove, Rivoli, Punjab National Bank, and CarSwitch—have used Alaan to control their spending and reduce costs. Together, our customers have saved over AED 100 million using Alaan.

About The Role

You will live at the intersection of operations, customer experience, and technical support as a Product Operations Specialist at Alaan. Your primary responsibility will be to provide exceptional support to everyday users by offering expert assistance and technical knowledge. This role is pivotal in creating content about our products and collaborating with our Design and Engineering teams to improve them.

Key Responsibilities

  • Build relationships with users, acting as the first point of contact for customer interactions (e.g., WhatsApp, email, phone)
  • Understand the needs of customers and propose tailored solutions to meet those unique business requirements
  • Proactively follow up on issues raised by customers to ensure timely resolution
  • Demonstrate a thorough understanding of product and expense processes on the customer side and suggest improvements
  • Balance autonomy in problem-solving with awareness of escalation necessities
  • Work collaboratively across functions to enhance the product/experience for customers
  • Be the product expert for customers and the customer expert for the product team
  • Cultivate a culture of continuous improvement within Alaan to better serve its customers

What We Are Looking For

We're seeking candidates with 3+ years of experience in similar roles at prominent start-ups. Proficiency in Fintech or B2B SaaS is advantageous. Strong communication skills, both written and oral, are essential, along with high confidence in speaking with customers.

Achieving success gives you energy when you help others succeed and improve. You must be trustworthy and perceived as such by others. Additionally, you should:

  • Be able to own a problem end-to-end, understanding it, breaking it down, and identifying logical next steps until resolution
  • Be very organized and meticulous, ensuring no customer issue falls through the cracks
  • Lovely working against goals – and independently identify what is needed to reach the goal
  • Demonstrate ability to work solo as well as being a productive team member
  • Exhibit strong fluency in both Arabic and English, both written and oral

What's in it for you

You'll contribute to building the Middle East's most beloved fintech brand from the ground up, enjoying a role with significant ownership and accountability. Thrive in a flexible hybrid culture with ample work-life balance, participate in exciting offsite events, enjoy competitive salary and equity, and receive additional perks like travel allowances, gym memberships, and more.