Customer Experience (Support) Specialist

At Bravo (Formerly Wasla), we're building a smarter, faster, and more human way for people to interact with financial services. We're a Fintech startup on a mission to redefine the customer experience—and we’re looking for passionate, driven individuals to join our journey.

About The Role

We’re hiring a Customer Experience (Support) Specialist who will act as the first line of communication with our users. You’ll be responsible for ensuring every customer feels heard, supported, and valued. This is a fast-paced role for someone who loves solving problems, building trust, and helping people.

What You'll DoCustomer Support

• Respond to customer inquiries via live chat and calls in a timely, empathetic, and professional manner.
• Troubleshoot and resolve issues effectively while ensuring a smooth user experience.
• Escalate complex cases and follow through to resolution.
• Handle complaints tactfully and ensure proper follow-up.
  
  
  

Customer Experience Excellence

• Create a personalized, positive experience for each customer.
• Proactively identify patterns in customer feedback and suggest improvements.
• Represent Bravo’s values in every conversation—professionalism, reliability, and care.
  
  
  

Product Knowledge & Technical Escalations

• Stay informed on Bravo’s products, services, and policy updates to provide accurate support.
• Report any bugs, recurring issues, or user feedback to internal teams.
• Ensure all customer concerns are logged and communicated clearly within the CRM system.
  
  
  

Performance & Collaboration

• Meet and exceed individual KPIs, including CSAT, resolution time, and quality scores.
• Collaborate with product, tech, and QA teams to improve internal processes.
• Attend training sessions and team huddles to remain aligned with team goals.
• Bachelor’s degree in any field.
• 1-3 years of customer support experience, preferably in a Fintech or digital services environment.
• Fluent in Arabic and English (written and spoken).
• Excellent communication, soft skills, and high typing speed.
• Proficient in Google Sheets, Excel, and CRM tools.