Customer Experience Specialist

About the role

Mada, Jordan’s leading Buy Now, Pay Later fintech, is looking for a Customer Experience Specialist to join its Amman office. The role is full‑time and on‑site, focusing on delivering high‑quality support to both customers and merchants across phone, email, chat and social channels.

Key responsibilities

• Guide users through the BNPL process and troubleshoot account or payment issues.
• Document cases in the company’s support tools and maintain accurate records.
• Monitor user feedback, identify recurring pain points and work with product, operations and technical teams to improve processes.
• Support onboarding and education initiatives, contribute to help‑center content and FAQs.
• Help maintain service‑level standards and performance metrics.

Required profile

• Strong customer service and communication skills with an empathetic, professional approach.
• Experience in customer support, call‑center operations or client‑facing roles, preferably in fintech or technology‑driven services.
• Ability to analyze feedback, recognize patterns and propose practical improvements.
• Fluency in Arabic and proficiency in English.
• Bachelor’s degree in Business, Communications, Finance or related field, or equivalent practical experience.

Required skills

• Proficiency with CRM systems.
• Experience using ticketing systems.
• Familiarity with live‑chat tools.