We’re looking for a passionate and motivatedSenior Customer Experience Specialist to join our team serves as a trusted advisor to ZenHR’s customers and an internal subject matter expert in HRMS configurations and process optimization. You will own complex client cases, resolve cross-module challenges, and play a key role in implementations, training, and mentoring junior specialists.
This role blends HR expertise, system knowledge, and problem-solving skills to deliver a seamless and impactful customer experience.
Who we are:
At ZenHR, delighting our customers is our passion! We are an award-winning cloud based HRMS that caters to the full HR value chain from the “acquire” stage to the “retire” stage. a group of young and passionate people who are dedicated to providing cutting-edge technology, continuously researching and implementing new HR trends that cater to the needs of employers in the MENA region. Despite the numerous obstacles that we face, we see them as possibilities. We understand that rather than making excuses for the existing status quo, we must challenge it. If you want to make a difference in the HR world, ZenHR is the place for you. Our people shape ZenHR’s culture, therefore our strategy and success are built on our employees. In our hiring process, we prioritize equal employment opportunities, diversity, women empowerment, and inclusion, ensuring that we attract and retain A-players from various backgrounds.
What we offer:
- Flexible working hours and remote/work-from-home option
- Health insurance coverage from day one at ZenHR
- Access to online and in-person Mental Health sessions
- A Zen work atmosphere
- Great culture and amazing people to work with and learn from
The Job - Senior Customer Experience Specialist
- Manage complex HRMS configuration and cross-module cases independently.
- Lead or support system implementations by configuring multiple HR modules.
- Troubleshoot technical and functional issues, ensuring timely and accurate resolutions.
- Review and improve existing workflows, identifying opportunities for efficiency and scalability.
- Mentor junior team members (L1/L2), sharing best practices and reviewing configurations.
- Prepare and deliver training sessions for customers and internal enablement.
- Collaborate with Product, Engineering, and CX teams to resolve advanced or recurring challenges.
- Contribute to the help center by writing knowledge base articles and improving resources.
Who You are:
Bachelor’s degree inMIS, Computer Science, HR, or related fields.
- 3–5 years of experience in HRMS implementation or customer success within SaaS or HR technology.
- Strong background in HR processes, payroll, attendance, and regional labor laws (Jordan, KSA, UAE, Egypt).
- Proven problem-solving ability with strong analytical and communication skills.
- Experience in training, documentation, or technical enablement.
- Excellent command of Arabic and English with strong interpersonal and customer-facing skills.
