💼 About This Role

You'll lead the transformation of CX into a strategic capability at Thndr, a fintech building the infrastructure for retail investing in the Middle East. You'll own the strategy, AI tooling, and insight layer to build an AI-native support function and close the feedback loop with Product and Operations. This role offers real authority over a critical function with direct access to leadership.

🎯 What You'll Do

• Define the CX operating model and org structure
• Own AI tooling configuration and escalation logic
• Analyze contact driver trends and translate into product recommendations
• Manage queue workflows, staffing models, and SLA adherence

📋 Requirements

• Demonstrated ability to structure ambiguous problems and build scalable systems
• Strong analytical skills with data narrative ability
• Experience managing and developing people with high standards
• Fluency in Arabic and English

✨ Nice to Have

• Prior CX or operations experience
• Genuine curiosity about AI and automation

🎁 Benefits & Perks

• 🚀 Real authority over a critical function with budget and mandate
• 👁️ Direct access to leadership to make insights land
• 📈 High growth environment at a rapidly scaling fintech
• 🛠️ AI-native tools and freedom to shape the tech stack
• 📍 Cairo office with collaborative culture

📨 Hiring Process

Estimated timeline: 2-4 weeks · AI estimate

1. 1Recruiter Call· 30 min
2. 2Hiring Manager Interview· 60 min
3. 3Case Study / Take-home· N/A