Phone Support Agent
ThndrInvestment Platform company
CairoMid
Y Combinator
Endeavor Catalyst
Prosus Ventures
BECO Capital
JIMCO
Raba
Operations & StrategyNew
About the role
TL;DR
Handle inbound calls and proactive outreach for a fintech company.
- •Thndr is building the best phone support team of any fintech in the region, and this is a founding seat on it.
- •Phone support here is not a call-center chair.
- •It is where we handle our hardest cases in person, keep our best users close, and turn support into a reason people choose Thndr and stay.
- •You will do both sides of that: solve tough problems on inbound calls, and reach out to users proactively.
- •Key Responsibilities Handle inbound call tickets, owning the tough, sensitive, and high-stakes cases from start to finish.
- •Run proactive outreach to keep users engaged and build relationships.
- •Treat every call as a chance to build trust and grow the relationship, not just close a ticket.
- •Share user feedback with the wider CX team to fix root causes.
- •Represent Thndr on the phone with clarity, calm, and genuine care.
- •Requirements 2+ years in phone support, ideally at a bank, financial institution, or telecom.
- •Strong track record handling difficult customer situations under pressure.
- •Sales experience for proactive outreach, spotting churn risk, and retaining users.
- •Excellent spoken communication in Arabic and English.
- •An ownership mindset, chasing answers and following through.
Required skills
SalesPythonJavaScriptNode.js
Domain expertise
fintech
Tech stack
PythonJavaScriptNode.jsReactAWSGitLinuxJiraSlack