Customer Experience Representative

Who Are We?

Thndr was founded with the dream to democratize access to investing through smart tech and human design, which is just a fancy way of saying giving anyone with a smartphone easy access to preserve and grow their wealth. At the same time, we’re promoting local investment products to propel the economies that we serve

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 investing due to:

• High barriers to entry - In the form of minimum account balances, brick and mortar onboarding and low financial literacy.
• Irrelevant experience - Catered towards traders and financial experts, therefore alienating the majority of the population.
• Fragmented offering - Investment products are not gathered in a single outlet.
  
  
  

On our short journey we’ve validated that there is a need for our solution, as illustrated by these key figures:

• 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
  
  
  

We’re proud of how far we’ve come and the size of our impact in just a few years - but we’re just getting started and are excited for what’s to come.

It’ll take a lot of passion, bold risks, and hard work to fulfill our mission of democratizing investing in MENA and giving everyone an equal opportunity to generate and grow their wealth.

Role in A Nutshell

We're looking for someone who will be excited to talk (mostly online) to our customers, and provide helpful information, answer their questions and resolve their issues. This person will be the front line of support for customers and their role will be to help ensure that customers are satisfied with products, services, and features.

What You'll Do

• Responding promptly to customer inquiries.
• Communicating with customers through various channels.
• Being able to juggle multiple inbounds from different customers.
• Acknowledging and resolving customer complaints.
• Keeping records of customer interactions, comments and complaints.
• Knowing our products inside and out so that you can answer questions, and make recommendations to customers.
• Communicating and coordinating with colleagues as necessary.
• Go the extra mile to ensure customer satisfaction.
  
  
  

What You'll Need

• Patience, empathy and communication skills.
• Ability to stay calm when customers are stressed or upset.
• Quick and enthusiastic learner.
• Ability to multitask, prioritize, and manage time effectively.
• Adaptability and accountability.
• Experience working with customer support is a plus.
• Finance background is a plus.
• Uncompromising integrity and strong dedication to professionalism.
• Strong sense of ownership and responsibility.
• Excellent verbal and communication skills.
• Customer orientation and ability to adapt/respond to different types of characters.
• Fluency of Arabic and English.
• Fast and accurate typing skills in Arabic and English.
  
  
  

At Thndr, we’re looking for people invigorated by our mission, not just those who simply check off all the boxes. We’re looking for people that are hungry to become agents of change and that understand the huge responsibility associated with dealing with people’s money.