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Customer Experience (Support) Specialist

  • Hybrid
    • Maadi, Al Qāhirah, Egypt
  • customer

Job description

At Bravo (Formerly Wasla), we're building a smarter, faster, and more human way for people to interact with financial services. We're a Fintech startup on a mission to redefine the customer experience—and we’re looking for passionate, driven individuals to join our journey.

About the Role

We’re hiring a Customer Experience (Support) Specialist who will act as the first line of communication with our users. You’ll be responsible for ensuring every customer feels heard, supported, and valued. This is a fast-paced role for someone who loves solving problems, building trust, and helping people.


What You'll Do

Customer Support

  • Respond to customer inquiries via live chat and calls in a timely, empathetic, and professional manner.

  • Troubleshoot and resolve issues effectively while ensuring a smooth user experience.

  • Escalate complex cases and follow through to resolution.

  • Handle complaints tactfully and ensure proper follow-up.

Customer Experience Excellence

  • Create a personalized, positive experience for each customer.

  • Proactively identify patterns in customer feedback and suggest improvements.

  • Represent Bravo’s values in every conversation—professionalism, reliability, and care.

Product Knowledge & Technical Escalations

  • Stay informed on Bravo’s products, services, and policy updates to provide accurate support.

  • Report any bugs, recurring issues, or user feedback to internal teams.

  • Ensure all customer concerns are logged and communicated clearly within the CRM system.

Performance & Collaboration

  • Meet and exceed individual KPIs, including CSAT, resolution time, and quality scores.

  • Collaborate with product, tech, and QA teams to improve internal processes.

  • Attend training sessions and team huddles to remain aligned with team goals.


Job requirements

  • Bachelor’s degree in any field.

  • 1-3 years of customer support experience, preferably in a Fintech or digital services environment.

  • Fluent in Arabic and English (written and spoken).

  • Excellent communication, soft skills, and high typing speed.

  • Proficient in Google Sheets, Excel, and CRM tools.

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