Customer Support Officer
Who we are
MENA's only all-in-one trading platform https://amana.app/
About amana
We're amana, a leading neobroker in the Middle East. Our mission is to build a community with fair and equitable investing for all. We started 15 years ago with this simple goal. Today, we're a digital-first platform serving 500,000+ users who trade and invest across 6,800+ assets, all in one app.
We believe everyone deserves access to global financial markets, regardless of wealth or skill level. Our proprietary platform integrates with industry-leading tools to give you choice and flexibility. Fractional shares, built-in education, no commissions. Costs are transparent and built into competitive spreads. No hidden fees, no surprises.
We comply with international regulatory standards and are licensed by CMA, DFSA, CySEC, CMA Lebanon, LFSA, and FSC.
We're 150 people from 25+ nationalities building a world-class solution. Real people solving real problems.
The role
Customer Support Officer
Department: Operations
Reports to: Customer Support Manager
Level: Junior
Location: Beirut, Lebanon
Working Days: Saturday to Wednesday (OFF Days: Thursday - Friday)
Working Hours: 4:00 PM - 12:00 AM - 12:00 AM - 8:00 AM | Fixed Alternating Shifts [Every two weeks]
About the role:
The Customer Support Officer will ensure full 24-hour Customer Support coverage during the weekend. This will help provide continuous support to our clients and maintain consistent service availability throughout the week
What you’ll do:
- Handle client inquiries through live chat, email, and other support channels in a timely and professional manner.
- Assist clients with general account, onboarding, deposits, withdrawals, and trading-related inquiries based on approved procedures and knowledge resources.
- Identify issues that require further investigation and escalate them to the relevant team when needed.
- Provide accurate information while following company policies, procedures, and compliance requirements.
- Support the team in maintaining 24-hour weekend coverage and consistent service quality.
What we're looking for
Essential skills and experience:
- Bachelor’s degree in Business Administration, Finance, Banking, or a related field is preferred
- Proficiency in both English and Arabic, both written and verbal.
- Strong attention to detail and ability to manage multiple client inquiries efficiently.
- Good customer service and problem-solving skills, with the ability to communicate clearly and professionally with clients.
- Willingness to work flexible shifts as part of the 24-hour weekend coverage.
Nice to have
- Familiarity with MetaTrader 4 and/or MetaTrader 5.
- Good knowledge of Microsoft Excel.
- Previous experience in customer support, preferably within a brokerage, fintech, banking, or financial services environment.
- Basic understanding of financial markets, trading products, and order types.
What success looks like
- Projects are delivered on time, within scope, and within budget, with clear visibility on progress and risks.
- Cross-functional teams remain aligned, accountable, and well-coordinated throughout the project lifecycle.
- Risks, issues, and dependencies are identified early, proactively managed, and escalated when necessary.
- Stakeholders receive clear, timely, and accurate communication with no surprises around project status or delivery.
- Technology projects meet quality, technical, and regulatory requirements while achieving their intended business outcomes.
- Lessons learned are captured and translated into improved project delivery and processes for future initiatives.
Who you are
- Friendly attitude, patient, and comfortable dealing with different types of clients.
- Clear communication, calm under pressure
- Strong ownership spirit of client inquiries from start to finish.
- Organized, detail-oriented, and willingness to learn.
- Independent, ready to ask for help or escalate an issue
- Willingness to always aim to provide professional and positive client experience.
What you can expect from us
- Work alongside world class leaders & colleagues across functions, markets and cultures.
- Direct access to leaders and decision-makers.
- Take on meaningful responsibility and see the impact of your work.
- Develop through company-wide learning opportunities, knowledge sharing and new challenges.
- Benefit from flexibility around our core working hours, with four days in the office and one day working from home.
- Work remotely from another country for up to 15 working days each year.
- Private Healthcare
- Participate in our generous annual variable pay program, with awards linked to individual and company performance.
- Premium refreshments and extensive in-office snacks including fresh fruit, parfait bar, and some less health-first options too. Weekly in-office company brunch provided.
Ready to make an impact? Apply now.
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