CX - Operations Specialist

Key Responsibilities

• Own complex tickets from first review to final resolution - payments, refunds, disputes, banking edge cases, product anomalies.
  
  
• Investigate independently using account history, transaction data, logs and internal tools. Form a view. Act on it.
  
  
• Communicate directly with customers: what happened, why, what you are doing about it - no templated deflections.
  
  
• Make judgment-based decisions, including compensation where appropriate, balancing customer fairness with risk and policy.
  
  
• Use the coaching system actively: ask for help when stuck, accept real-time guidance from coaches, flag what you learn.
  
  
• Flag gaps in the Knowledge Base: if an article is missing or wrong, say so. Your field observations directly improve the system.
  
  
• Spot and document recurring patterns - product bugs, AI blind spots, policy gaps - and surface them with evidence.
  
  
• Spend a portion of your time each week reviewing your own coaching history and acting on recommendations.
  
  

Skills, Knowledge and Expertise

• Prior hands-on experience in financial operations: banking, payment disputes, chargebacks, fintech ops, telecom escalations or insurance claims. This is not negotiable and not a nice-to-have. We hire people who already understand how money moves - we do not train for it.
  
  
• Financial literacy in depth: card payment flows, gateway vs issuer logic, refund mechanics, BNPL structure, dispute lifecycle. You can explain any of these in plain language without looking it up.
  
  
• Fluent written Arabic (native or near-native) and strong written English (B2+) - customer communication is in Arabic; internal tools and documentation are in English.
  
  
• Proven ability to investigate without a script: you look at the data, form a view, and act on it.
  
  
• Clear structured written communication in both languages - customers understand exactly what happened and what comes next.
  
  
• Comfortable making autonomous decisions - including compensation within policy - without defaulting to escalation.
  
  
• Emotional maturity with frustrated customers: calm, direct, empathetic. No hiding behind the process.
  
  

• Familiarity with CRM and ticketing tools (Zendesk, Freshdesk, Salesforce Service Cloud).
  
  
• Experience working alongside AI - you understand what the model handles well and where it fails, and you fill the gap.
  
  
• Direct BNPL, open banking or digital wallet product experience.
  
  

Benefits

• Flexible working hours and genuine autonomy from day one.
  
  
• A clear growth path: strong performers move into Coach, Case Officer, or Content roles — all within the same operational layer.
  
  
• Participation in the employee stock options program.
  
  
• Health insurance.
  
  
• Flexi Perks - a monthly allowance you spend on what matters to you: wellness, learning, travel.