Mada is Jordan’s leading Buy Now, Pay Later (BNPL) fintech, offering flexible, interest-free payment solutions that make shopping easier and more accessible. The company empowers customers to split purchases into four simple payments, delivering a smooth, stress-free checkout experience. For merchants, Mada acts as a growth partner by increasing sales, strengthening customer loyalty, and expanding market reach through seamless integrations and a reliable platform. Guided by a vision of financial freedom and smarter spending for everyone, Mada combines technology, transparency, and trust to reshape how Jordanians shop and pay. The team is focused on building smart, simple, and secure financial experiences in today’s digital economy.
Role Description
The Customer Experience Specialist is a full-time, on-site role based in Amman, responsible for delivering high-quality support to Mada customers and merchants. This role involves handling inquiries via phone, email, chat, and social channels, resolving issues efficiently, and ensuring a smooth experience across the entire customer journey. The specialist will monitor user feedback, identify recurring pain points, and collaborate with product, operations, and technical teams to improve processes and service quality. Daily tasks include guiding users through the BNPL process, troubleshooting account or payment concerns, documenting cases in support tools, and maintaining accurate records. The role also supports onboarding and education initiatives, contributes to help center content and FAQs, and helps maintain service-level standards and performance metrics.
Qualifications
