Customer Experience Representative

7 days ago

Cairo, Cairo, Egypt Thndr Full time 60,000 - 120,000 per year

About The Role
As a Customer Experience Representative and part of the CX team, you'll support our clients who trade across EGX, US, and other new markets, handling their inquiries through email and chat via the Freshchat system. Your goal is to ensure timely, clear, and helpful responses that reflect our standards of excellence.

You'll also contribute to improving our customer support operations by identifying common issues, sharing actionable feedback with internal teams, and helping enhance workflows to deliver a seamless trading experience.

*What You'll Do*

  • Respond to customer inquiries via email and chat, providing accurate and timely support.
  • Handle a wide range of topics including account issues, trade execution, product features, and more.
  • Create and manage internal tickets using Freshchat to escalate customer-reported issues to relevant teams (tech, operations, compliance, etc.).
  • Track ticket progress and follow up to ensure timely resolution.
  • Keep the customer updated on the status of their request.
  • Contribute to achieving individual and team CSAT (Customer Satisfaction) targets and improving NPS by consistently adhering to quality standards and delivering clear, empathetic communication.

*What You'll Need*

  • Minimum 1+ year of experience in Customer Support
  • Graduate candidates are preferred
  • Background in fintech, trading, or brokerage companies is a plus
  • Fluent in Arabic and English (spoken and written)
  • Uncompromising integrity and strong dedication to professionalism.
  • Strong sense of ownership and responsibility.
  • Excellent communication skills.
  • Flexible and responsive when interacting with a wide range of customer personalities.

*Who Are We?*
Thndr was founded with a powerful vision: to democratize investing in the Middle East and North Africa by putting financial power in the pockets of everyday people. Through smart technology and human-centered design, we're giving anyone with a smartphone easy access to preserve and grow their wealth while promoting local investment opportunities that propel our regional economies.

Before Thndr, only a very small percentage of people had access to investing due to

  • High barriers to entry - minimum account balances, brick-and-mortar onboarding, and low financial literacy
  • Irrelevant experiences - platforms designed for traders and financial experts, alienating the majority
  • Fragmented offerings - investment products scattered across multiple platforms
  • Limited information accessibility - lack of organized, accessible information for retail investors

Our impact has been swift and significant:

  • 3 million app downloads
  • $8.8 billion in annualized traded value
  • 1 platform in terms of traded value (30% of market orders & 11% of retail traded value)
  • 84% of our users are investing for the first time
  • 65% of our users come from outside capital cities, previously underserved by financial institutions

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