{"id":4065793,"url":"https://alion.io/job/thndr-senior-customer-experience-representative","title":"Senior Customer Experience Representative","company":{"id":57530,"name":"Thndr","domain":"thndr.app","url":"https://alion.io/company/thndr","size_band":"51-200","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Ashby","truth_index":{"grade":"A","score":100,"open_postings":3,"ghost_share":0,"stale_share":0,"repost_share":0,"time_to_fill_p50_days":47,"computed_at":"2026-11-11T05:49:22Z"}},"role":"Customer Success","role_family":"Customer Success","seniority":"senior","employment_type":"full_time","work_mode":"hybrid","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Cairo, Egypt"],"countries":["EG"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":null,"experience_years_min":1,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[],"status":"live","first_seen_at":"2026-11-11T09:29:33Z","employer_posted_date":"2026-11-11","last_verified_at":"2026-11-11T11:16:52Z","board_verified":true,"closed_at":null,"days_open":0,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":0},"description":"About The Role\nAt Thndr, we're making investing simple and accessible for everyone. As our investor base and product offering continue to grow, our Customer Experience team plays an important role in helping users navigate the platform and invest with confidence.\nAs a Senior CX Agent - Investor Support, you'll be responsible for supporting our users through chat, handling their inquiries, resolving issues, and ensuring they receive accurate, timely, and friendly assistance.\nYou'll initially support non-investor users before transitioning to investor support, helping them with onboarding, KYC, deposits, withdrawals, stock orders, mutual funds, and other investment-related inquiries.\nYou'll also work closely with internal teams to investigate issues, handle escalations, and contribute to improving the overall customer experience.\nWhat You'll Do\nCustomer Support\nHandle customer inquiries through chat in Arabic and English.\n\nSupport users with onboarding, account-related inquiries, and platform navigation.\n\nGuide investors through KYC, deposits, withdrawals, stock orders, and investment products.\n\nExplain transactions, fees, settlement, and dividends clearly and accurately.\n\nProblem-Solving & Collaboration\nInvestigate customer issues and follow up until resolution.\n\nHandle customer concerns with patience, empathy, and professionalism.\n\nEscalate complex cases to the relevant internal teams.\n\nIdentify recurring issues and share feedback to improve customer experience.\n\nWhat You'll Need\n1-3 years of experience in customer support, preferably in fintech, banking, or brokerage.\n\nExcellent written communication skills in Arabic and English.\n\nStrong problem-solving skills and the ability to take ownership of customer issues.\n\nAbility to manage multiple conversations while maintaining accuracy and attention to detail.\n\nCustomer-oriented, with strong communication and interpersonal skills.\n\nAbility to adapt quickly, learn new processes, and work in a fast-paced environment.\n\nKey Outcomes\nDeliver accurate, timely, and high-quality customer support.\n\nResolve customer inquiries effectively and maintain high customer satisfaction.\n\nTake ownership of customer issues and ensure timely resolution.\n\nIdentify recurring issues and contribute to improving internal processes and the overall customer experience.\n\nNice to Have\nPrevious experience in fintech, banking, or brokerage.\n\nFamiliarity with KYC, payments, deposits, and withdrawals.\n\nUnderstanding of the Egyptian Stock Exchange (EGX) or investment products.\n\nAn EGX or investment-related certification.\n\nWho Are We?\nThndr was founded on a bold dream to democratize access to investing through smart tech and human-centric design. This is simply our way of saying we give anyone with a smartphone the simple and easy access they need to preserve and grow their wealth. At the same time, we're shaping the future of investing while actively driving the economies we serve by promoting local investment products.\nHistory 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 it due to:\nHigh barriers to entry: Excessive minimum account balances, complex, outdated onboarding, and low financial literacy.\n\nIrrelevant experience: Catered toward expert traders and financial specialists, therefore alienating the majority of the population.\n\nFragmented offering: Investment products were not gathered in a single, intuitive outlet.\n\nWe don't just talk about change, we deliver it. Here's a glimpse into our impact so far:\n5.5 million app downloads.\n\nEGP 1B+ average daily traded value across 2025.\n\n#1 digital investing platform in Egypt for the third consecutive year.\n\n76% of users are first-time investors.\n\n40% of our users come from outside capital cities and have previously had limited access to financial institutions.\n\nAt Thndr, we're looking for people driven by our mission to help us democratize investing across the MENA region.","description_format":"text","description_chars":4006,"description_truncated":false,"requirements":{"experience_years_min":1,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[{"language":"Arabic","level":"All levels","optional":false}]},"benefits":[],"hiring_locations":[{"name":"Egypt","iso":"EG","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Investing Apps & Robo-Advisors","Online Brokerage & Trading Platforms"],"lifecycle":[{"event":"open","at":"2026-11-11T11:16:52Z"}],"visa":[],"liveness":{"score":86,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.86,"p_room":1,"age_days":0,"expected_fill_days":47,"reasons":["conf:1","win:early"],"computed_at":"2026-11-11T12:50:52Z"},"pay":null,"html_url":"https://alion.io/job/thndr-senior-customer-experience-representative","json_url":"https://alion.io/job/thndr-senior-customer-experience-representative.json","meta":{"generated_at":"2026-11-11T12:50:52Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":23140,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-11-12T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.1,"usd":0.01,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":57530},"rest":"https://alion.io/mcp/rest/get_company?id=57530"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fthndr-senior-customer-experience-representative"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":2,"usd":0.2},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fthndr-senior-customer-experience-representative"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.1,"usd":0.01},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fthndr-senior-customer-experience-representative"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/thndr-senior-customer-experience-representative\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fthndr-senior-customer-experience-representative"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":4065793}},{"tool":"search_jobs","arguments":{"company":"thndr.app","detail":"compact"}},{"tool":"match_people","arguments":{"job_id":4065793},"note":"people open to offers who fit this vacancy"}],"note":"The same data through MCP tools: https://alion.io/mcp/open needs no sign-in (compact searches, postings, people); https://alion.io/mcp with an Alion account has everything. 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