Customer Experience Associate - Russian Speaker

Alaan is in the process of making spend management and corporate expenses as easy as possible in the $3 Trillion+ Middle Eastern B2B payments market by bringing its product offering to medium and large businesses in the UAE.

Alaan is a highly Customer-obsessed organization, putting our users’ needs above all else. Hence we are looking for a Customer Success Associate with the same values to help us take our mission of Customer obsession into the hands of our users.

Key responsibility would include:

• Build relationships with Customers, be the first point of contact for Customer interaction (Whatsapp, Email, Phone)
• Understand the needs of Customers and propose solutions to meet those unique business needs.
• Thoroughly understand product and expense processes on the Customer side and make improvement suggestions
• Balance autonomy in solving problems with awareness of escalation necessities
• Work cross-functionally to improve the product/experience for the Customer
• Be the product expert to the Customer and the Customer expert to the product team
• Proactively and diligently follow up on issues raised by Customers
• Help Alaan continuously improve the way it serves its Customers

You would be the perfect fit:

• Strong communication skills, both written and oral, and a high degree of confidence in speaking with Customers
• Helping others succeed and improve gives you energy
• You are trustworthy and others perceive you as trustworthy
• You can understand a problem, break it down, and identify logical next steps
• Very organized and meticulous (no customer issue falls through the cracks)
• Greater than 1-year experience in similar roles (ideal but not mandatory)
• You love working against a goal - and you will independently identify what is needed to reach the goal
• Strong listening skills, empathy, and problem-solving abilities
• Background in Fintech or B2B SaaS would be an added advantage
• Demonstrated ability to work solo as well as being a productive team member
• Have a strong work ethic and are eager to learn and make new connections with prospects
• Strong fluency in Russian and English, both written and oral

What your ideal day in Alaan would look like:

• Staying in constant touch on a Customer-facing front and serving as a bridge between the user and the Customer team to help hash out any issues if they occur
• Constantly helping users make the most of their Alaan experience by suggesting features that are best suited for each individual Customer, according to their needs
• Collecting feedback from users to help collaborate with the Product team for development/improvements to the product
• Diligently prioritizing and following up on issues with the product/tech team

Why work at Alaan

• Fully remote culture with a seriously high degree of flexibility
• High ownership, high responsibility - align on the problems you want to solve and run with it!
• Alaan is a tested model but in a new market, hence it is a chance to be a part of a rocket ship that is just waiting to take off
• Competitive compensation and health benefits
• Equity compensation for all employees to bring a high degree of ownership into your work, so as the company grows, you grow with it
• Frequent company off-sites to keep the remotely distributed team closely knit together
• A Macbook to make your life easier