Customer Experience Specialist

About the role

As a Product Operations Specialist at Alaan, you will operate at the intersection of operations, customer experience, and technical support. You will help everyday users get the most out of Alaan’s AI‑powered spend management platform by providing expert guidance, troubleshooting, and feedback to product teams.

Key responsibilities

• Serve as the first point of contact for customers via WhatsApp, email and phone.
• Understand customer needs and propose tailored solutions.
• Proactively follow up on issues and ensure timely resolution.
• Deeply understand Alaan’s product and expense processes and suggest improvements.
• Balance autonomous problem solving with appropriate escalation.
• Collaborate cross‑functionally with design, engineering and product teams to enhance the user experience.
• Act as the product expert for customers and the customer expert for internal teams.

Required profile

• 3+ years of experience in similar customer‑facing roles at high‑growth start‑ups.
• Fintech or B2B SaaS background is a plus.
• Excellent written and verbal communication skills.
• Passion for helping others succeed.
• Trusted by peers and customers.
• Ability to own problems end‑to‑end, break them down and drive resolution.
• Highly organized and meticulous.
• Goal‑oriented and comfortable working against targets.

Required skills