In 2017, our founders started Sarwa due to a lack of financial services offered to most of the world, and out of a need to help empower people in the region to invest in their financial future. Sarwa is poised to continue growing into the go-to platform for people to grow their wealth.

We do this through expert, affordable and easy investing. We're a small team working on the region's first and fastest growing investment and personal finance platform, making investing easy, low-cost and transparent, with a human touch woven into every step of the process.

We are a remote-first team. Where you choose to work is up to you — we have an office in Abu Dhabi that you can utilize as often or little as you'd like.

About the Role

Location [Remote first]

Department Customer Excellence

At Sarwa, we believe that managing your wealth should be simple, transparent, and (most importantly) human. We’ve built the region’s leading investment platform by putting our users first, but as we scale, we want to do more than just support our customers. We want to delight them at every single touchpoint.

We are looking for a Head of Customer Excellence to take the reins of our most vital department. This is a high-impact, strategic role designed for a builder who views support as a competitive advantage rather than a utility. You won't just be managing a team. You will be the architect of a world-class service engine, leveraging data, empathy, and cutting-edge technology to ensure Sarwa remains the most trusted financial partner in the Middle East. If you are passionate about financial literacy and obsessed with creating frictionless user journeys, we want to talk to you.

Key Responsibilities

The Head of Customer Excellence will be the architect of our customer journey. This is a builder role focused on scaling empathy through technology and data.

• Strategic Vision and Roadmap Define and execute a regional CX strategy that aligns with Sarwa’s growth. You will transform customer excellence from a cost center into a key value driver.

• Operational Excellence Standardize and optimize internal workflows to ensure that as our user base grows, our quality of service remains gold-standard.

• Voice of the Customer (VoC) Act as the internal advocate for our users by synthesizing feedback and pain points into actionable insights for Advisory, Product, Engineering, and Marketing teams.

• Performance Engineering Establish and own the North Star metrics. This includes moving beyond CSAT to measure Customer Effort Score (CES), and First Contact Resolution (FCR).

• Team Leadership and Mentorship Build, lead, and inspire a high-performing team. You will foster a culture of Extreme Ownership and radical empathy.

• Tech Stack Optimization Evaluate and implement cutting-edge CX tools such as AI-driven automation, CRM enhancements, and self-service portals to ensure a seamless, omnichannel experience.

• Crisis and Escalation Management Serve as the final point of escalation for complex issues. You will turn difficult situations into opportunities for long-term loyalty.

Qualifications and Requirements

We are looking for a rare blend of high-level emotional intelligence and rigorous analytical thinking.

• Experience You have 8+ years in Customer Experience, Success, or Operations, with at least 3+ years in a leadership role within a fast-paced fintech, SaaS, or high-growth tech startup.

• Data-Driven Mindset You don’t just feel what’s wrong. Instead, you prove it with data. You are comfortable navigating BI tools and using data to drive decision-making.

• Regional Expertise You possess a deep understanding of the Middle Eastern market, cultural nuances, and the regulatory landscape governing financial services in the region.

• Tech-Savvy You have deep familiarity with modern CX stacks (for example, Zendesk, Intercom, or Salesforce) and a clear vision of how AI can enhance human interaction.

• Communication Mastery You have exceptional verbal and written communication skills in English. You can distill complex financial concepts into simple, reassuring language. Arabic, Hindi, or Urdu is a significant plus.

• Resilience and Agility You thrive in ambiguity and can pivot strategies quickly as the market and regulatory environments evolve.

• Education You have a Bachelor’s degree in Business, Finance, Economics, or a comparable discipline. Professional CX certification (such as CCXP) or an MBA is highly valued.

Why Join Sarwa?

• The Blueprint You aren’t inheriting a dusty manual. You are designing the future of CX for a regional leader.

• The Impact You will report directly to leadership to ensure the customer’s voice is heard at the highest levels.

• The Mission Every improvement you make helps thousands of people in the region achieve financial independence.
  

Some of our benefits:

• Remote and flexible work environment

• Diverse, driven and supportive team with a positive work atmosphere (one of our core values)

• A culture of growth - being mentored, coached and supported to grow in your career

• Great company healthcare package with dental and optical coverage

• Learning and development budget

• Equity plan for all employees.