Customer Support Officer (Weekend Coverage)

About the role

Amana, a neobroker in the Middle East, is hiring a Customer Support Officer in Beirut (department: Operations, reporting to the Customer Support Manager). The post ensures full 24-hour customer support coverage during the weekend, so clients are supported continuously and service remains available throughout the week. Working days are Saturday to Wednesday; the schedule is fixed alternating shifts every two weeks, 4:00 PM to 8:00 AM.

Key responsibilities

• Handle client inquiries through live chat, email and other channels in a timely and professional way.
• Assist clients with general account, onboarding, deposits, withdrawals and trading questions using approved procedures and knowledge resources.
• Identify issues needing further investigation and escalate them to the right team.
• Provide accurate information while following company policies, procedures and compliance requirements.
• Support the team in keeping 24-hour weekend coverage and consistent service quality.

Required profile

• Bachelor's degree in Business Administration, Finance, Banking or a related field preferred.
• Fluent written and spoken English and Arabic.
• Attention to detail and ability to handle several client queries at once.
• Good customer service and problem-solving skills, with clear, professional communication.
• Willingness to work flexible shifts for weekend coverage.
• Friendly, patient and able to deal with different types of clients; organized and eager to learn.

Nice to have

• Familiarity with MetaTrader 4 and/or 5.
• Good knowledge of Microsoft Excel.
• Previous customer support experience, preferably in brokerage, fintech, banking or financial services.
• Basic understanding of financial markets, trading products and order types.

What we offer

• Flexibility around core hours, with four days in the office and one day working from home.
• Remote work from another country for up to 15 working days per year.
• Private healthcare.
• Annual variable pay program with awards linked to individual and company performance.
• Premium refreshments, in-office snacks and weekly company brunch.