Customer Experience Supervisor

Thndr is a YC-backed fintech that is leveraging technology to democratize investing in the MENA region.

We received the first brokerage license to come out of Egypt since 2008 and launched the first and only

digital brokerage in Egypt. Today, our users can invest in Egyptian mutual funds and publicly listed

companies. Our immediate focus areas are education, removing barriers, building an intuitive platform

and expanding our available investment products.

We strongly believe that everyone should have access to financial services that would allow them to

achieve financial independence, regardless of age, gender, location or socioeconomic class; and are laser

focused on fulfilling this mission.

For the people who use Thndr, our app represents a seamless way for them to achieve financial

independence and growth, without the need to have prior financial knowledge or access to huge capital.

About the role

We're looking for someone to supervise our customer support team and to create processes to ensure

our quality levels are being achieved. This person will be overseeing and training our customer support

agents, as well as investigating and solving product and service complaints.

Job responsibilities:

Overseeing and assessing customer service staff activities, and providing them with regular

performance-related feedback and coaching

● Training customer support team in areas of customer service and company policies

● Managing customer flow to ensure proficient customer service

● Creating quality assurance process to ensure all customer queries and issues are handled timely

and effectively

● Investigating and resolving customer service complaints (this includes making calls to customers

who are upset or facing issues)

● Assisting with the development and implementation of service policies, and explaining these to

staff and customers

● Collecting data and preparing reports on customer complaints and inquiries

● Preparing weekly reports summarizing the assigned customer service team's performance

● Preparing knowledge-based documents such as summaries and responses to frequently asked

questions

● Identifying opportunities to update or improve customer service procedures and making

recommendations to the Customer Experience Lead

● Performing other related duties as assigned

Job Overview