Customer Experience Representative l Rumble at Thndr

ABOUT THE ROLE As a Rumble Support Agent, you’ll be the primary point of contact for our users, handling their inquiries across multiple channels and ensuring a smooth, seamless experience. You’ll manage support tickets, assist the technical team with issue investigation, and help maintain a comprehensive knowledge base to standardize communication. WHAT YOU'LL DO - Respond to user inquiries via email, chat, and community platforms (Discord, social media), ensuring timely, accurate, and helpful support. - Manage and process support tickets using Freshdesk and other internal systems, escalating issues to the technical team when necessary. - Develop and maintain internal documentation, saved replies, and knowledge base articles to ensure consistent and high-quality communication. - Monitor, classify, and troubleshoot user-reported issues as the first point of contact, following up with third-party providers (e.g., MoneyHash) as needed. - Support the engineering team with testing and investigation using tools like Postman and internal endpoints. - Contribute to improving CX operations by identifying recurring issues and suggesting workflow enhancements. WHAT YOU'LL NEED - 1–3 years of experience in Customer Experience (CX) or a related support role. - Background in financial products, fintech, or investing is preferred; an interest in investing is a plus. - Strong verbal and written communication skills in English and Arabic, with an emphasis on clarity and empathy. - Experience managing support tickets across multiple platforms (Freshdesk, Discord, social media). - A proactive, detail-oriented, and solutions-focused approach. - Resourceful troubleshooting skills and experience escalating technical issues when necessary. 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people had access to it due to: - High barriers to entry — In the form of excessive minimum account balances, complex, outdated onboarding, and low financial literacy.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: - 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 Building on the success of our core platform, we are continuing to change culture and break down barriers by launching Rumble, the subscription-based investment recommendations platform. Rumble was born with the vision to empower everyday individuals to build wealth confidently and intelligently through access to timely and in-depth advice from the industry’s top experts. Going beyond traditional investment advice, it offers long and short-term investment recommendations and financial content through engaging articles and videos that guide users on their financial journey and maximize their returns. At Thndr, we're looking for people driven by our mission to help us democratize investing across the MENA region.