Customer Experience Representative

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 on a
bold dream*
to democratize access to investing through smart tech and human-centric design. This is simply our way of saying we give anyone with a smartphone the simple and easy access they need to preserve and grow their wealth. At the same time, we're shaping the future of investing while actively driving the economies we serve by promoting local investment products.

History has shown that investing is the single greatest way to build long-term wealth, but before
Thndr
, only a very small percentage of people had access to it due to:

• High barriers to entry — In the form of excessive minimum account balances, complex, outdated onboarding, and low financial literacy.
• Irrelevant experience — Catered toward expert traders and financial specialists, therefore alienating the majority of the population.
• Fragmented offering — Investment products were not gathered in a single, intuitive outlet.

We don't just talk about change, we deliver it. Here's a glimpse into our impact so far:

• 3 million app downloads
• $8.8bn in annualized traded value
• 1 platform in terms of traded value
  
• 84% of our users are investing for the first time
• 65% of our users come from outside of capital cities and have previously had limited access to financial institutions

Building on the success of our core platform, we are continuing to change culture and break down barriers by launching
Rumble
, the subscription-based investment recommendations platform.

Rumble
was born with the vision to empower everyday individuals to build wealth confidently and intelligently through access to timely and in-depth advice from the industry's top experts.

Going beyond traditional investment advice, it offers long and short-term investment recommendations and financial content through engaging articles and videos that guide users on their financial journey and maximize their returns.

At
Thndr
, we're looking for people driven by our mission to help us democratize investing across the MENA region.