Senior Customer Experience Representative - Investor Support

About The Role

At 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.

As 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.

You'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.

You'll also work closely with internal teams to investigate issues, handle escalations, and contribute to improving the overall customer experience.

What You'll Do

Customer Support

• Handle customer inquiries through chat in Arabic and English.

• Support users with onboarding, account-related inquiries, and platform navigation.

• Guide investors through KYC, deposits, withdrawals, stock orders, and investment products.

• Explain transactions, fees, settlement, and dividends clearly and accurately.
  

Problem-Solving & Collaboration

• Investigate customer issues and follow up until resolution.

• Handle customer concerns with patience, empathy, and professionalism.

• Escalate complex cases to the relevant internal teams.

• Identify recurring issues and share feedback to improve customer experience.
  

What You'll Need

• 2-4 years of experience in customer support, preferably in fintech, banking, or brokerage.

• Excellent written communication skills in Arabic and English.

• Strong problem-solving skills and the ability to take ownership of customer issues.

• Ability to manage multiple conversations while maintaining accuracy and attention to detail.

• Customer-oriented, with strong communication and interpersonal skills.

• Ability to adapt quickly, learn new processes, and work in a fast-paced environment.
  

Key Outcomes

• Deliver accurate, timely, and high-quality customer support.

• Resolve customer inquiries effectively and maintain high customer satisfaction.

• Take ownership of customer issues and ensure timely resolution.

• Identify recurring issues and contribute to improving internal processes and the overall customer experience.
  

Nice to Have

• Previous experience in fintech, banking, or brokerage.

• Familiarity with KYC, payments, deposits, and withdrawals.

• Understanding of the Egyptian Stock Exchange (EGX) or investment products.

• An EGX or investment-related certification.
  

Who Are We?

Thndr 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.

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 it due to:

• High barriers to entry: Excessive minimum account balances, complex, outdated onboarding, and low financial literacy.

• Irrelevant experience: Catered toward expert traders and financial specialists, therefore alienating the majority of the population.

• Fragmented offering: Investment products were not gathered in a single, intuitive outlet.

We don't just talk about change, we deliver it. Here's a glimpse into our impact so far:

• 5.5 million app downloads.

• EGP 1B+ average daily traded value across 2025.

• #1 digital investing platform in Egypt for the third consecutive year.

• 76% of users are first-time investors.

• 40% of our users come from outside capital cities and have previously had limited access to financial institutions.

At Thndr, we're looking for people driven by our mission to help us democratize investing across the MENA region.