Phone Support Agent

ABOUT THE ROLE 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. WHAT YOU'LL DO - Handle inbound call tickets, owning the tough, sensitive, and high-stakes cases from start to finish, and resolving them on the call wherever possible. - Run proactive outreach that keeps users engaged and builds the relationship, for example: - Calling users who show signs of leaving to understand why and bring them back. - Checking in with new users after onboarding to clear up early friction before it becomes a problem. - Reaching out to inactive or dormant users to re-engage them. - Following up on failed deposits, stuck withdrawals, or abandoned setups to help the user finish what they started. - Guiding high-value users, like Fortune and Trader, through features they have not used yet. - Treat every call as a chance to build trust and grow the relationship, not just close a ticket. - Share what you hear from users with the wider CX team so we keep fixing the root causes, not just the symptoms. - Represent Thndr on the phone with clarity, calm, and genuine care, especially when the user is frustrated. WHAT YOU’LL NEED - 2+ years in phone support, ideally at a bank, financial institution, or telecom. - A strong track record handling difficult customer situations, staying composed and solving the problem under pressure. - Sales experience, since proactive outreach is a core part of this role, including spotting churn risk and giving users a real reason to stay. - Excellent spoken communication in Arabic and English, clear, warm, and confident on a call. - An ownership mindset. You chase the answer, follow through, and do not pass the problem along. NICE TO HAVE - A background in finance or investing, or a real interest in markets. - You invest with Thndr yourself. Not a requirement, but a big plus, since the best support comes from people who actually use the product. WHY THIS ROLE MATTERS We are treating support as an acquisition and retention engine, not a cost center. The people in this role shape how thousands of users experience Thndr at the moments that matter most. If you want to build something new, own hard problems, and be part of the strongest phone team in regional fintech, this is the seat. WHO ARE WE? Thndr was founded on a bold dream to democratize access to investing through smart tech and human-centric design. This is simply our way of saying we give anyone with a smartphone the simple and easy access they need to preserve and grow their wealth. At the same time, we’re shaping the future of investing while actively driving the economies we serve by promoting local investment products. History has shown that investing is the single greatest way to build long-term wealth, but before Thndr, only a very small percentage of people had access to it due to: - High barriers to entry — In the form of excessive minimum account balances, complex, outdated onboarding, and low financial literacy. - Irrelevant experience — Catered toward expert traders and financial specialists, therefore alienating the majority of the population. - Fragmented offering — Investment products were not gathered in a single, intuitive outlet. We don't just talk about change, we deliver it. Here's a glimpse into our impact so far: - 5.5 million app downloads - EGP 1B+ average daily traded value across 2025 - #1 digital investing platform in Egypt for the third consecutive year - 76% of users are first-time investors - 40% of our users come from outside of capital cities and have previously had limited access to financial institutions Building on the success of our core platform, we are continuing to change culture and break down barriers by launching Rumble, the subscription-based investment recommendations platform. Rumble was born with the vision to empower everyday individuals to build wealth confidently and intelligently through access to timely and in-depth advice from the industry’s top experts. Going beyond traditional investment advice, it offers long and short-term investment recommendations and financial content through engaging articles and videos that guide users on their financial journey and maximize their returns. At Thndr, we're looking for people driven by our mission to help us democratize investing across the MENA region.