Job Overview
CUSTOMER SERVICE
Senior Fintech Customer Experience Specialist
Location: Dubai, United Arab Emirates — Remote / Hybrid with regional engagement
Seniority Level: Senior Professional
Employment Type: Full-time, Permanent
Industry Focus: Fintech • Digital Banking • Payments • Digital Wallets • WealthTech • Financial Platforms
THE OPPORTUNITY
A sophisticated fintech environment operating across rapidly evolving digital financial ecosystems is seeking an exceptional Customer Service Specialist to become a critical interface between customers, financial technology, product teams, and operational leadership.
This is not a conventional call-centre position.
The successful professional will operate at the intersection of customer experience, financial technology, payments intelligence, digital banking operations, and service excellence, transforming complex customer issues into clear, efficient and commercially intelligent solutions.
You will represent the service philosophy of a next-generation financial platform—combining empathy with analytical thinking, speed with precision, and human interaction with technology-enabled service delivery.
YOUR MANDATE
You will own customer interactions across digital channels, ensuring that every inquiry, transaction concern, account issue and service request is handled with exceptional professionalism.
Your responsibilities will include:
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Managing sophisticated customer inquiries involving digital accounts, payments, transfers, wallets and financial products.
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Investigating transaction failures, delayed settlements, disputed payments and account-related anomalies.
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Providing precise explanations of financial products and platform functionality.
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Managing escalated customer cases from initial identification through resolution.
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Collaborating with Operations, Risk, Fraud, Compliance, Engineering and Product teams.
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Identifying recurring customer problems and recommending structural improvements.
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Maintaining exceptionally accurate customer records and case documentation.
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Monitoring service-level agreements and response-time targets.
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Supporting onboarding and account-verification processes.
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Recognising potentially fraudulent or suspicious customer activity and escalating appropriately.
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Contributing to knowledge-base development and customer-service playbooks.
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Using CRM, ticketing, payment and customer analytics systems to resolve cases efficiently.
THE PROFESSIONAL PROFILE
You should possess:
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3–6+ years of experience in customer service, banking, fintech, payments or digital financial services.
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Strong knowledge of digital payment ecosystems and financial technology platforms.
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Exceptional written and verbal communication skills.
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Strong analytical and investigative capabilities.
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Experience working with CRM and ticket-management systems.
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The ability to explain technical or financial concepts in simple language.
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Strong emotional intelligence and conflict-resolution ability.
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High attention to detail and operational discipline.
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Ability to perform effectively in high-volume, technology-driven environments.
Experience with digital wallets, card payments, P2P transfers, payment gateways, remittance platforms, neobanks or WealthTech will be highly advantageous.
PERFORMANCE EXPECTATIONS
Success will be measured through:
Customer Satisfaction | First-Contact Resolution | Response Time | Resolution Quality | Escalation Management | Case Accuracy | Customer Retention | Service Recovery
The ideal candidate does not merely answer customers.
They solve problems, protect trust and improve the financial experience.
WHAT MAKES THIS ROLE DISTINCTIVE
You will gain exposure to sophisticated fintech operations while working alongside professionals across technology, financial operations, risk and product development.
This role is designed for an individual who sees customer service not as a support function, but as a strategic component of financial-product excellence.
Career Level: Senior Specialist
Work Model: Remote / Hybrid
Regional Scope: GCC & international customers
Compensation: Competitive, commensurate with expertise and market level
Don’t miss the chance to make a difference in the fintech and FX industry!
Apply now by clicking on the “Apply Now” button below.
Let’s shape the future of finance together!
#EmploySolutionJobs #FXCareers.
