Customer Success Manager (Islamic Finance)

About Musaffa

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 500,000 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.

As we continue to grow, we’re looking for a passionate Customer Happiness Manager to ensure our users’ satisfaction and help cultivate an exceptional experience with Musaffa’s platform. If you're excited about creating meaningful connections with users, enhancing customer experience, and driving the success of our community, this role is for you!

This role offers strong growth potential, including the opportunity for promotion to Vice President level for individuals who demonstrate exceptional performance and leadership in customer success.

About the Role

As the Customer Happiness Manager, you will be the driving force behind user satisfaction and community engagement. Your main objective is to ensure that our customers are not only happy but feel truly supported at every stage of their journey with Musaffa. From onboarding to ongoing support, you will be responsible for fostering positive relationships, addressing concerns, and continuously improving the user experience.

Identifying and improving churn rates will be an integral part of this role. You will be responsible for actively tracking churn metrics, gathering customer feedback, identifying patterns that lead to churn, and collaborating with cross-functional teams to implement strategies for improving customer retention.

You will also be responsible for managing global teams across multiple time zones, ensuring that our diverse customer base receives consistent support and communication. This role will require strong leadership skills and the ability to work efficiently with teams across different regions to provide a seamless experience for all users.

This is a high-impact role that requires dedication and a results-driven mindset. While the work hours are flexible, candidates should be ready to put in the extra effort when needed, particularly during major events, initiatives, or critical growth phases. Given the global nature of our community, this role requires flexibility in work hours to engage with users across various time zones and meet critical deadlines.

Customer feedback is critical to this role, and you will be responsible for gathering insights, identifying trends, and working closely with cross-functional teams to ensure that Musaffa’s platform evolves in a way that meets customer needs and expectations. This role requires a focus on driving change based on feedback to create a seamless and positive experience for users.

Key Responsibilities

1. Customer Support and Experience

• Act as the primary point of contact for customer inquiries and ensure they receive timely, helpful, and empathetic responses.
• Provide personalized support across multiple channels (email, chat, social media, phone) to guide users through platform issues, product questions, or other concerns.
• Manage customer queries in an efficient, solution-oriented manner, ensuring that the user experience is always positive and productive.
• Actively collect customer feedback to identify pain points, track recurring issues, and generate insights for improving the platform and user support.
• Track churn rates and identify trends that contribute to churn, ensuring proactive strategies are implemented to reduce user attrition.
• Create and implement onboarding processes to ensure new users understand Musaffa’s tools and resources, helping them feel confident and supported from day one.

2. Community Engagement and Feedback

• Build and maintain strong relationships with customers, transforming them into loyal advocates for Musaffa.
• Organize and lead community initiatives such as webinars, feedback sessions, or user groups to engage with customers directly and listen to their needs.
• Systematically gather customer feedback and share actionable insights with internal teams to influence product and service improvements.
• Collaborate with marketing to ensure consistent and effective communication with users through targeted campaigns and educational content.

3. Customer Retention and Upselling

• Proactively identify opportunities to upsell and cross-sell Musaffa’s premium offerings based on customer needs and usage.
• Work closely with the Growth Marketing and Sales teams to drive customer retention strategies and ensure users are getting maximum value from Musaffa’s features.
• Implement customer retention programs that drive long-term user loyalty and decrease churn rates.

4. Global Team Management

• Lead and manage global teams across different time zones, ensuring consistent, high-quality customer support for users worldwide.
• Develop strategies for effective collaboration across time zones to provide timely responses and maintain excellent service standards.
• Ensure that team members are well-trained, motivated, and aligned with Musaffa’s core values and goals, driving excellence in customer experience

5. Performance Tracking and Reporting

• Track and report on key customer happiness metrics (e.g., satisfaction scores, response times, churn rates, etc.) to ensure continuous improvement.
• Use data from support interactions and customer feedback to identify common issues, suggest process improvements, and deliver actionable insights for product development.
• Provide regular reports to leadership regarding customer success, trends in feedback, and potential improvements in user experience.

What You’ll Bring to Musaffa

Experience and Expertise:

• 10 years of experience in customer support, customer success, or a related role, ideally within SaaS, fintech, or community-focused businesses.
• Proven ability to engage with users, resolve issues, and drive customer satisfaction.
• Strong experience with help desk platforms (e.g., Zendesk, Freshdesk, HubSpot) and CRM tools.
• Leadership experience in managing global teams across multiple time zones.
• A customer-first mindset and a passion for creating meaningful experiences.
• Ability to identify and troubleshoot common user issues, offering clear solutions.
• Experience with churn management, tracking churn rates, and implementing retention strategies.

Education:

• Preferred Degrees: Bachelor’s degree in Business, Marketing, Communications, or a related field.
• Preferred GPA: 3.5 or higher (on a 4.0 scale) for candidates with less than 7 years of professional experience.

Skills and Knowledge:

• Excellent written and verbal communication skills, with an ability to explain complex concepts in simple terms.
• Strong empathy, active listening skills, and a problem-solving mindset.
• Ability to work effectively in a cross-functional team, collaborating with marketing, sales, product, and other teams.
• Proactive approach to customer success and experience, with the ability to spot trends and offer solutions before issues arise.
• Analytical skills to track churn rates, identify issues, and implement improvements.

Nice-to-Have Skills:

• Experience in SaaS or fintech customer success.
• Familiarity with Islamic finance or halal investing principles.
• Previous experience working with customer success tools like Intercom, Zendesk, or Freshdesk.

Salary Range: $60,000 - $100,000

Why Join Musaffa?

• Mission-Driven Work: Play an instrumental role in redefining halal investing and empowering individuals globally.
• Career Growth: Opportunity to take on leadership responsibilities and contribute to the growth of Musaffa’s customer success team.
• Collaborative Environment: Work alongside a dynamic, passionate team dedicated to innovation and customer satisfaction.
• ESOP Opportunities: For qualified candidates, participate in Musaffa’s Employee Stock Ownership Plan (ESOP) after demonstrating proven 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 to careers@musaffa.com. Let’s build the future of ethical investing together!