Customer Success Associate

Musaffa is a US-based Islamic fintech powerhouse transforming Shariah-compliant investing globally. With over four years of innovation, we serve a thriving community of 503,000+ users across 200+ countries, offering advanced tools for halal investment screening and research.

As one of the most visited platforms in Shariah-compliant capital markets, we’re building a cutting-edge Shariah-compliant trading platform to provide seamless, ethical, and transparent investment opportunities.

At Musaffa, we don’t just hire employees—we seek visionary partners and bold innovators who share our ambition to transform Musaffa into one of the most visited and impactful platforms in the global fintech industry. Together, we’re not just building a company; we’re shaping the future of halal investing.

About the Role: Customer Success Associate

As a Customer Success Associate, you’ll be at the heart of our user relationships—leading 1:1 conversations via phone and Zoom, ensuring customers are getting the most out of Musaffa, and playing a direct role in growing revenue through upsells and renewals. You will be the first point of contact for our users, guiding them through their Musaffa journey: Transforming feedback from unhappy users into actionable insights, resolving inquiries, and turning our users into loyal brand champions. This is a high-impact, high-growth path role with a clear pathway to senior and leadership opportunities.

Key Responsibilities:

User Engagement & Revenue Growth:

• Facilitate structured feedback sessions and gather insights through conversations and support interactions.
• Handle customer inquiries via email, chat, and social media.
• Troubleshoot and guide users with platform navigation, product inquiries, and troubleshooting.
• Maintain accurate records of interactions and updates in the CRM

Retention & Advocacy:

• Build and manage lasting relationships with users, turning them into loyal advocates.
• Address concerns and escalate complex issues, ensuring users feel heard and valued.
• Lead feedback sessions and share actionable insights with internal teams.
• Collaborate on retention strategies to reduce churn and recover at-risk users
• Collaborate with marketing on outreach campaigns to boost engagement

Customer Support & Experience:

• Facilitate structured feedback sessions and gather insights through conversations and support interactions.
• Handle customer inquiries via email, chat, and social media.
• Troubleshoot and guide users with platform navigation, product inquiries, and troubleshooting.
• Maintain accurate records of interactions and updates in the CRM

Collaboration & Reporting:

• Partner with cross-functional teams (sales, marketing, and product) to resolve user issues efficiently.
• Share recurring user pain points, feature requests, and ideas with Product and Marketing teams.
• Track customer satisfaction metrics and generate insightful reports for management.

What You’ll Bring to Musaffa:

Experience and Skills:

• 2+ years of experience in customer support or success, ideally within fintech or SaaS.
• Excellent English Skills: Ability to communicate fluently and confidently in English, both in writing and speaking.
• Excellent communication, problem-solving, and multitasking abilities.
• Proficiency with CRM tools (e.g. Zendesk, Intercom, Freshdesk).
• Strong ability to engage customers and drive satisfaction.

Preferred Qualifications:

• Bachelor’s degree in Business, Marketing, Communications, or a related field.
• Excellent Command of English

Why Join Musaffa?

• Mission-Driven Work: Contribute to redefining halal investing and empowering a global community.
• Grow with World-Class Mentorship: Work under the guidance of a manager with real-world experience from Canada, gaining valuable global insights to accelerate your success.
• Career Growth Path: Clear advancement opportunities to senior and leadership roles.
• Inclusive Culture: We welcome diverse candidates and value fresh perspectives.
• Collaborative Environment: Work with a passionate, innovative team.
• Competitive Salary and Performance-Based Commissions: Earn a strong base salary along with commissions that reward your achievements and contributions.
• ESOP Opportunities: Participate in Musaffa’s Employee Stock Ownership Plan (ESOP) based on performance.

How to Apply
If you're passionate about delivering exceptional customer service and creating lasting, positive relationships, we’d love to hear from you! Apply now by sending your resume and a cover letter explaining your fit for this role.