Customer Success Specialist

Who Are We

HALA is a leading fintech player in the MENAP region that aims to redefine financial

services and build the future bank of SMEs. HALA aims at empowering SMEs to

start, run, and grow their businesses by providing them with cutting-edge

financial and technological tools.

HALA currently holds multiple entities in UAE, Saudi Arabia and Egypt (including

HALA Payments, HALA Cashier and HALA Logistics) and offers solutions that

enable merchants to digitize their payments as well as manage their sales and

operations.

Founded in 2017, HALA is currently duly licensed by the Saudi Arabian Central Bank as well

as the Financials Services Regulatory Authority (FSRA) in Abu Dhabi Global

Market.

What Are We Looking For

A Customer Success Specialist is responsible for ensuring that customers achieve their desired outcomes while using a company's products or services. This role involves engaging with customers to understand their needs, providing expert guidance and support, and fostering strong relationships to enhance customer

satisfaction and retention.

The specialist works closely with various departments to resolve customer issues, deliver valuable insights, and

contribute to continuous improvement of the customer experience.

What You Will Do

• Customer Onboarding: guide new customers through the onboarding process, ensuring a smooth and successful transition. And conduct training sessions and provide resources to help customers get started.
• Customer Support & Relationship Management: serve as the primary point of contact for customer inquiries, issues, and feedback. Build and maintain strong, long-lasting relationships with customers through
  
  

regular check-ins and proactive communication.

• Problem-Solving and Escalation: address and resolve customer issues in a timely and effective
  
  

manner. Escalate complex problems to relevant departments and follow up to

ensure resolution.

• Product Expertise: maintain deep knowledge of the company's products and services. Educate customers on product features and best practices to maximize their use.
• Customer Success Strategy: develop and implement customer success plans to ensure customers achieve their desired outcomes. Monitor customer health metrics and identify opportunities for improvement and growth.
• Feedback and Improvement: Gather and analyze customer feedback to inform product development and service enhancements.
• Customer Retention: identify at-risk customers and develop strategies to mitigate churn.
  
  

Foster customer loyalty through exceptional service and value delivery

Requirements

• Bachelor’s degree in business, finance or equivalent field of studies.
• 2-3 years of experience in a similar role.
• Computer Skills: Advanced in Microsoft Office Tools
• Excellent communication and interpersonal skills.
• Strong problem-solving and analytical abilities.
• Proficiency with CRM software and customer success tools.
• High level of empathy and customer-focused mindset.
• Ability to work independently and as part of a team.
• Technical aptitude and willingness to learn new technologies.
• Languages: Excellent in English and Arabic
  
  

What We Offer You

We believe you will love working at HALA!

We have an inclusive and diverse culture that encourages innovation and flexibility in remote, in-office, and hybrid work setups.

We offer highly competitive compensation packages, including the potential for shares.

We prioritize personal development and offer regular training and an annual learning stipend to tackle new challenges and grow your career in a hyper-growth environment.

We offer autonomy, mentoring, and challenging goals that create incredible opportunities for both you and the company.

You will be given a lot of responsibility and trust. We believe that the best results come when the people responsible for a function are given the freedom to do what they think is best

If you think you have what it takes to join a remarkable team #apply_now