Customer Experience (Support) Specialist

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

Were hiring a Customer Experience (Support) Specialist who will act as the first line of communication with our users. Youll 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.

• 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.

• Create a personalized, positive experience for each customer.

• Proactively identify patterns in customer feedback and suggest improvements.

• Represent Bravos values in every conversation—professionalism, reliability, and care.

• Stay informed on Bravos 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.

• 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.

• Bachelors 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.