Service Transition Specialist

Proudly voted a Great Place to Work®, we are a dynamic startup in the SaaS space that is revolutionizing how businesses communicate. Our team is made up of 500 energetic and passionate Unifones who are dedicated to delivering the best possible experience to 5000+ customer-centric companies. We pride ourselves on our fun and collaborative work environment, where creativity and new ideas are constantly encouraged. As shareholders in the business, we’re so much more than a group of passionate communicators. We are Unifones. Join our team and be a part of something big!

Meet the team!

The Service Transition Team is the driving force behind Unifonic’s customer onboarding journey, turning signed contracts into live, fully operational services. The team ensures a seamless transition from implementation to activation across all Unifonic communication channels and solutions. The Service Transition role blends project management, technical execution, and customer enablement to deliver high-quality, timely, and compliant onboarding experiences. We work hand in hand with customers, commercial and Product teams to understand requirements, activate services, and ensure readiness for production. With a customer-centric mindset, a strong sense of ownership, and a passion for excellence, the team ensures every client realizes value quickly, efficiently, and at scale. As a Service Transition Specialist, you will manage and deliver the end-to-end onboarding and service activation journey for customers across multiple channels and solutions including SMS, Voice, WhatsApp for Business, Chatbot, Contact Center, Flow Automation, Audience (CDP), and more.

You will also contribute to our transformation into a consultative, AI-driven function, helping customers adopt AI-powered capabilities, automating repetitive onboarding tasks, and enabling clients to become self-sufficient through training, best practices, and data-driven recommendations. You will act as the bridge between commercial, product, and technical teams, ensuring timely value realization while maintaining compliance and high-quality delivery standards.

Help us shape the future of communications by:

• Managing end-to-end service activation for our different channels SMS, Voice, and WhatsApp.

• Leading customer onboarding, training, and enablement to ensure clients can confidently use the Unifonic solutions and handle daily operations independently.

• Designing, implementing, and testing customer use cases, including chatbot flows, Contact Center setups, integrations, and end-to-end functional testing to ensure service readiness and quality handover to operations.

• Collecting, reviewing, and validating customer documentation required for Account Verification (KYC) to ensure compliance with regulatory and internal requirements.

• Educating customers on best practice guidelines for using Unifonic solutions in compliance with country-specific regulations and internal policies.

• Monitoring onboarding progress and accelerating time-to-value by identifying and resolving blockers early, tracking key metrics (SLA, TTV), and ensuring a timely go-live.

• Driving automation and AI adoption across onboarding processes by identifying opportunities to replace manual work with intelligent workflows.

• Training and guiding customers on AI-powered features within the Unifonic solutions, helping them understand, adopt, and maximize the value of Unifonic’s intelligent solutions to enhance their daily operations.

• Collaborating with Product, Sales, Presales, Customer Success, and Support teams to ensure a smooth customer handover, address customer needs, and support long-term customer success.

• Supporting managed service requests and post-onboarding enhancements when required.

What you will bring:

· Bachelor’s degree in Computer Science, Telecommunications, Information Technology, Business IT, or related fields.

· 2–5 years of experience in service transition, service delivery, onboarding, or implementation within SaaS or Telecom environments.

· Understanding of service activation, onboarding workflows, APIs (basic), and cloud-based communication platforms.

· Familiarity with SMS and WhatsApp for Business regulations is an advantage.

· Experience with CRM and project management tools (e.g., Freshdesk, Jira, HubSpot) is a plus.

· Knowledge of automation, AI adoption, or low-code/no-code tools is a plus.

· ITIL Foundation, PMP/Agile, or equivalent project/service management certifications are a plus.

Personal Skills:

· Excellent verbal and written communication in both English and Arabic.

· Ability to deliver structured presentations to diverse audiences in a clear, professional, and engaging way.

· Strong sense of ownership and attention to detail.

· Ability to multitask, prioritize, and work under pressure.

· Proactive, adaptable, and eager to grow in an evolving AI-driven environment.

· Team-oriented with a collaborative mindset.

As a Unifone you will receive a range of benefits:

• Competitive salary and bonus.

• Unifonic share scheme (we are all owners!).

• 30 holiday days after your first anniversary.

• Your Birthday off!

• Flexible working arrangements.

• Spend up to 25 Days per year working from anywhere in the world!

• Paid leave for new parents.