Customer Operations Lead, Alaan, Dubai, UAE

This job is OPEN to APPLY for ALL Nationalities, unless otherwise specified.

About Alaan

We are an AI-powered expense management platform designed to simplify finance for businesses in the Middle East, helping them save both time and money. Our platform offers everything businesses need to manage and control their expenses in one place, including smart corporate cards, AI-powered automation and insights, streamlined accounting, and centralized dashboards.

Since 2022, over 1,000 businesses in the UAE—from startups to enterprises like Al Barari, Rove, Rivoli, Punjab National Bank, and CarSwitch—have used Alaan to control their spending and reduce costs. Together, our customers have saved over AED 100 million using Alaan.
About the role

As a Customer Operations Lead at Alaan you will be the reference point for all operational aspects of our products. From onboarding to card transactions, or accounting, you will lead the team providing operational insights and outputs, This role will bridge the gap between the Customer Experience, Sales, and Product/Engineering teams, and provide deep technical knowledge and cross-functional support. You will also be responsible for delivering operational excellence, improving processes, and helping to solve complex customer issues


What you'll do

    Lead and mentor the team working on the various pillars of Customer Operations
    Ensure consistent and high-quality delivery of the operational components of our products
    Be the technical reference for industry-specific topics, like Compliance, Bank Transfers, Card Transactions, or Accounting
    Partner with Product and Engineering to increase the efficiency of our products
    Partner with Sales and Customer Success to increase the adoption and ramp-up of our products
    Own team KPIs, including definition, monitoring and outcomes
    Provide data-driven insights on Customer needs and propose solutions to resolve them

What we are looking for

    6+ years experience in similar roles at prominent and fast-paced start-ups
    Background in Fintech or B2B SaaS would be an added advantage
    Ownership, and ability to drive initiatives until successful completion
    Investigative and critical thinking skills
    Problem-solving excellence, understanding issues end-to-end, breaking them down, and identifying logical next steps until resolution
    Ability to translate technical concepts into easy-to-understand guidance for non-technical stakeholders
    Demonstrated ability to work solo as well as being a productive team member
    Strong fluency in English, both written and oral

What's in it for you

    Contribute to building the Middle East’s most beloved fintech brand from the ground up
    Benefit from a role with significant ownership and accountability
    Thrive in a flexible hybrid culture with ample work-life balance
    Participate in exciting offsite events
    Competitive salary and equity
    Enjoy additional perks like travel allowances, gym memberships, and more

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