Phone Support Agent
Customer Experience
About the role
ABOUT THE ROLE
Thndr is building the best phone support team of any fintech in the region, and this is a founding seat on it. Phone support here is not a call-center chair. It is where we handle our hardest cases in person, keep our best users close, and turn support into a reason people choose Thndr and stay. You will do both sides of that: solve tough problems on inbound calls, and reach out to users proactively.
WHAT YOU'LL DO
- Handle inbound call tickets, owning the tough, sensitive, and high-stakes cases from start to finish, and resolving them on the call wherever possible.
- Run proactive outreach that keeps users engaged and builds the relationship, for example:
- Calling users who show signs of leaving to understand why and bring them back.
- Checking in with new users after onboarding to clear up early friction before it becomes a problem.
- Reaching out to inactive or dormant users to re-engage them.
- Following up on failed deposits, stuck withdrawals, or abandoned setups to help the user finish what they started.
- Guiding high-value users, like Fortune and Trader, through features they have not used yet.
- Treat every call as a chance to build trust and grow the relationship, not just close a ticket.
- Share what you hear from users with the wider CX team so we keep fixing the root causes, not just the symptoms.
- Represent Thndr on the phone with clarity, calm, and genuine care, especially when the user is frustrated.
WHAT YOU'LL NEED
- 2+ years in phone support, ideally at a bank, financial institution, or telecom.
- A strong track record handling difficult customer situations, staying composed and solving the problem under pressure.
- Sales experience, since proactive outreach is a core part of this role, including spotting churn risk and giving users a real reason to stay.
- Excellent spoken communication in Arabic and English, clear, warm, and confident on a call.
- An ownership mindset. You chase the answer, follow through, and do not pass the problem along.
NICE TO HAVE
- A background in finance…