Customer Success Specialist

Company Background: zenda is an education focussed fintech company. As a fintech partner to the school/educational institution, we aim to rebuild financial services customized to the unique needs of the sector, eventually simplifying payments for Schools / Institutions & parents alike. Our proposition for schools is to help them to bring all their school payments in one place, by enhancing collections, follow-ups & reconciliations via automations. We help schools to go fully digital for payments along with offering flexibility to parents to pay in parts or through custom plans, while school gets its money on-time. We aim to empower -

anywhere, anytime payments. Within 24 months of launch we are now the largest player in the UAE with close to 20% market share in the K-12 segment. We are very grateful for the trust that parents and schools have shown, & for helping to scale zenda. More than 350 schools are already actively using zenda across three countries, including some of the highly prestigious and marquee brands in each country. Our aspiration is to be the leading player in the GCC over the coming 12-24 months. We are expanding our teams aggressively across all functions in the UAE and India, and are looking for talent that has the entrepreneurial mindset and the passion to create disruptive solutions. Interested to join us? Please apply on the link below. Customer Support Manager Location - Dubai Key Responsibilities: Own the overall client relationship, including onboarding, ongoing support, and team coordination. Deliver multi-channel customer support across email, live chat, and phone, while meeting defined SLAs. Serve as the primary point of contact for clients—building trust, identifying issues, sharing best practices, and driving product engagement and resolution. Ensure individual and team adherence to support SLAs and quality benchmarks. Take ownership of customer escalations, ensuring timely and satisfactory resolution to maintain high customer satisfaction. Collaborate with internal and external stakeholders to understand customer needs, maximize retention and growth, and share actionable insights. Partner with internal teams (product, tech, etc.) to prepare for and support client meetings, problem-solving, and strategic initiatives. Track, analyze, and take ownership of customer support metrics and performance reporting. Requirements: Minimum 4 years of experience in customer support or client success roles. Excellent verbal and written communication skills. Strong analytical skills and a process-oriented approach to work. Prior experience in fintech, BNPL, Saa S, or e-commerce domains is a plus. High sense of ownership and accountability, with a passion for delivering strong business outcomes and exceptional service quality. Proven problem-solving ability and eagerness to learn in a fast-paced environment. Startup experience is an added advantage. Proficiency in Arabic is a plus. Native Arabic speakers are preferred. #J-18808-Ljbffr