Mal.AI jobs

<p>As an early team member, you ll be the face and voice of our ethical banking experience, managing both customer support and collections operations. By combining empathy with operational rigor, you ll ensure our clients feel valued and supported at every stage, from onboarding to repayment. This is a unique opportunity to join a mission-driven fintech at an early stage, with real ownership and room to grow. You will work cross-functionally, bringing customer insights to product and operations teams, and will be instrumental in setting the tone for our customer-centric approach across the business.</p><p>Own the end-to-end collections process, from early reminders to overdue account follow-ups</p><p>Coordinate resolution of failed payments, rescheduling, and extension requests with customers</p><p>Accurately log all collection activities and customer interactions in CRM systems</p><p>Serve as the first point of contact for inbound customer queries via multiple channels (phone, email, WhatsApp)</p><p>Guide customers through onboarding, product usage, and repayment processes</p><p>Resolve complaints promptly, escalating complex cases as needed</p><p>Collaborate with risk, legal, and specialist teams for escalated cases per collections policy</p><p>Identify friction points in the customer journey and flag opportunities for process improvement</p><p>Master Mal s onboarding, collections, and support processes and become the primary point of contact for customer queries</p><p>Achieve 100% accuracy in CRM record-keeping and timely case escalation per policy</p><p>Successfully resolve a portfolio of customer support and collections cases, meeting SLAs</p><p>Identify and document at least three areas for process improvement in customer journey or collections operations</p><p>Build strong working relationships with internal teams (risk, legal, product) and external customers</p><p><strong>Desired Candidate Profile</strong></p><p>Experience in collections, customer service, or operations within banking or fintech (UAE market preferred)</p><p>Understanding of SME lending, trade finance, or working capital products</p><p>Comfortable handling sensitive conversations with professionalism and empathy</p><p>Proficiency with customer support and CRM tools (e.g., Intercom)</p><p>Strong written and verbal communication skills in English</p><p>Highly organized, detail-oriented, and able to balance multiple accounts simultaneously</p><p>Currently based in the UAE</p><p>Conversational or fluent Arabic skills</p><p>Experience at a Sharia-compliant bank or Islamic finance business</p><p>Familiarity with digital banking platforms or neobank environments</p><p>Prior exposure to early-stage startups</p><p>Experience managing customer communications via WhatsApp Business</p>

<p>Mal is building the world's first AI-native Islamic digital platform reimagining banking through intelligent systems, ethical design, and deeply human experiences. Money movement is at the core of what we do, and it needs to feel instant, intuitive, and trustworthy no matter where in the world our users are. We're looking for a Sr Product Designer to join our Global Banking team and own the design of core money movement experiences. Transfers, remittance, currency conversion, and social payments. This role is about taking genuinely complex financial operations and making them feel simple, predictable, and reliable at a global scale. Speed, clarity, and trust are your design principles.</p><p>Design end-to-end money movement flows covering send, receive, convert, and track</p><p>Simplify complex financial concepts, exchange rates, fees, timing, and limits into clear, intuitive experiences</p><p>Design real-time and state-based experiences covering pending, processing, success, and failure states</p><p>Create intuitive flows for cross-border remittance and multi-currency accounts</p><p>Design social payment experiences including chat-based payments, split bills, and payment requests</p><p>Build high-quality prototypes with motion to communicate flows, transitions, and system feedback</p><p>Work closely with product and engineering to ensure accuracy, compliance, and scalability</p><p>Contribute to consistent patterns across all global banking experiences</p><p>Audit existing transfer and remittance flows and deliver a gap analysis with prioritised design improvements</p><p>Deliver a currency conversion and exchange rate experience that makes fees, rates, and timing transparent and trustworthy</p><p>Ship the remittance flow for key corridors relevant to Mal's target markets</p><p>Deliver social payment experience designs covering chat-based payments, split bills, and payment requests</p><p>Ensure all delivered flows are consistent with Design System</p><p><strong>Desired Candidate Profile</strong></p><p>Proven experience designing banking, payments, or fintech products portfolio must demonstrate this</p><p>Strong at designing end-to-end flows across multiple states and edge cases, not just happy paths</p><p>Ability to clearly communicate fees, FX rates, timing, and limits in ways that reduce user uncertainty and build trust</p><p>Strong prototyping skills using tools like Framer, ProtoPie, or Principle</p><p>Able to use motion to communicate system state, guide user actions, and provide meaningful feedback</p><p>Comfortable using AI tools (ChatGPT, Claude, Cursor, etc.) as part of your daily design workflow</p><p>Strong UX/UI fundamentals with the ability to deliver polished, production-ready designs</p><p>Experience designing transfer, remittance, or multi-currency systems specifically</p><p>Experience with social or chat-based payment experiences</p><p>Background working on global products across multiple regions and regulatory environments</p><p>Familiarity with compliance-driven design constraints in financial products</p><p>Experience designing for MENA markets and understanding of regional user behaviour around money movement</p>

<p>Mal is pioneering the future of ethical banking as the world s first AI-powered, Sharia-compliant neobank. Our mission is to deliver modern, trustworthy, and truly inclusive financial services to Muslims worldwide combining cutting-edge technology with unwavering ethical values. As a Senior Software Engineer at Mal, you will join a high-caliber team dedicated to building the next generation of digital banking, grounded in Islamic principles and world-class engineering standards. We are organizing around business domains, empowering engineers to own end-to-end problem solving in areas such as Growth, Payments &amp; Core Banking, Cards &amp; Accounts, and Customer domains. We are seeking leaders, not coders engineers with deep banking experience who are passionate about creating impactful, high-quality solutions that transform how communities experience finance. Expect to work with different coding languages, different parts of the repo, and even different stacks. No such a thing as I'm mobile, front or back. We are looking for software engineers who can solve business problems, no matter what</p><p>Lead end-to-end solution design and delivery for a core business domain (Growth, Payments, Cards, Accounts, or Customers)</p><p>Collaborate directly with product, compliance, and design stakeholders to translate business requirements into scalable technical solutions</p><p>Set the bar for code quality, security, and maintainability throughout the software development lifecycle</p><p>Mentor, coach, and guide engineers within your domain to foster a culture of excellence and ethical responsibility</p><p>Drive architectural decisions, ensuring solutions are robust, compliant, and aligned with Islamic financial principles</p><p>Identify and resolve complex technical and business challenges proactively</p><p>Most of the time you will be interacting with multiple different stakeholders and doing work that most would consider "product" or "business" work</p><p>Expect to spend most of your time working on the backend as we adopt backend-driven development</p><p>Establish technical direction and delivery plan for your assigned business domain</p><p>Conduct in-depth analysis of existing systems, identifying and addressing key gaps</p><p>Deliver at least one major feature or capability aligned with Mal's business priorities</p><p>Mentor and onboard new engineers, raising the team's technical and ethical standards</p><p>Ensure all domain solutions meet regulatory, security, and Sharia compliance requirements</p><p><strong>Desired Candidate Profile</strong></p><p>Proven track record delivering complex software solutions in banking or fintech domains</p><p>Deep understanding of banking products, regulatory requirements, and industry best practices</p><p>Demonstrated leadership in cross-functional engineering teams, driving projects from concept to production</p><p>Ability to architect, implement, and optimize solutions independent of tech stack or programming language</p><p>Commitment to delivering secure, reliable, and auditable code</p><p>Strong problem-solving skills with a focus on business outcomes and customer impact</p><p>Excellent communication skills with the ability to collaborate across technical and non-technical teams</p><p>Expert in at least one coding language, no matter which</p><p>Experience in Islamic banking, finance, or Sharia-compliant products</p><p>Exposure to AI/ML-driven financial services or digital banking platforms</p><p>Familiarity with cloud-native architectures and DevOps practices</p><p>Track record of scaling products in a high-growth startup environment</p><p>Contributions to open source or fintech communities'</p>

<p>Mal is pioneering the future of ethical banking for Muslims worldwide, delivering a modern, AI-powered, Sharia-compliant financial experience. As we rapidly scale our customer support operations, we seek a passionate Quality &amp; Training Manager to champion excellence and consistency across every customer interaction. You will be instrumental in setting the gold standard for support quality, coaching, and learning, ensuring every team member is empowered to exceed customer expectations while upholding our core values. This is a unique opportunity to build and lead quality assurance and training initiatives from the ground up, shaping how we nurture talent, measure performance, and drive continuous improvement. Your work will directly impact our mission to provide transparent, ethical, and empathetic service for our global community.</p><p>Build Mal's agent certification programme: pre-launch training curriculum, skills assessments, and ongoing re-certification.</p><p>Design and run the QA framework call/chat scoring rubrics, calibration sessions, blind evaluations.</p><p>Own the knowledge management system ensure all agents have access to accurate, up-to-date content on Mal's products, Sharia guidelines, and crypto processes.</p><p>Translate playbooks into training modules.</p><p>Hire and develop the Training Specialist and QA Specialist roles at Launch.</p><p>Conduct monthly quality calibration sessions with the CS Operations Manager.</p><p>Build a feedback loop from QA findings into content updates and process improvements.</p><p>Track and report on quality metrics: QA scores, training completion, knowledge assessment pass rates.</p><p>Conduct a comprehensive assessment of current support quality and training processes</p><p>Develop and launch a standardized quality assurance evaluation process</p><p>Design and deliver an updated onboarding and training curriculum for new and existing agents</p><p>Establish baseline performance metrics and reporting dashboards</p><p>Provide actionable recommendations for immediate quality and efficiency improvements</p><p><strong>Desired Candidate Profile</strong></p><ul><li>6-10 years in CS training, quality assurance, or learning &amp; development; fintech or banking background preferred.</li><li>Experience designing structured training programmes for a new product launch or team build-out.</li><li>Solid understanding of QA frameworks rubric design, calibration, blind scoring, appeals process.</li><li>Strong Islamic finance knowledge.</li><li>Crypto literacy can train agents on wallet mechanics, transaction types, and common dispute scenarios.</li><li>Experience with LMS platforms and knowledge base tools (Confluence, Notion, Guru, or equivalent).</li><li>Excellent Arabic and English written and verbal communication.</li><li>Experience in Sharia-compliant or ethical financial services</li><li>Familiarity with AI or digital banking platforms</li><li>Certification in training, coaching, or quality management (e.g., COPC, Six Sigma)</li><li>Multilingual, especially in Arabic</li><li>Exposure to remote or hybrid team environments</li></ul>

<p>Join Mal as a KYC Ops Associate and help shape the future of ethical digital banking for Muslims worldwide. As a key member of our Operations team, you will play a vital role in ensuring that our customer onboarding and account management processes adhere to the highest standards of compliance and Sharia principles. You ll work in a fast-paced, mission-driven environment where your attention to detail and sound judgment will protect both our customers and our business.</p> <p> </p> <p>At Mal, we are committed to building a world-class, Sharia-compliant neobank that delivers modern, AI-powered financial services. Your work will directly impact our ability to scale efficiently and ethically as we expand our customer base. If you are passionate about operational excellence and ethical finance, we invite you to join our growing team remotely.</p> <ul> <li> <p>Review and analyze flagged screening data on new and existing customers for potential compliance concerns</p> </li> <li> <p>Draft clear, concise narratives and make well-reasoned recommendations for overrides or escalations</p> </li> <li> <p>Ensure compliance with internal policies, regulations, and Sharia requirements during case reviews</p> </li> <li> <p>Collaborate with team members to cross-check sensitive override decisions, reducing risk and bias</p> </li> <li> <p>Maintain accurate, organized records of all case reviews, findings, and actions taken</p> </li> <li> <p>Respond promptly to case queues and support operational continuity during team absences</p> </li> <li> <p>Support the implementation of process improvements and automation initiatives in KYC operations</p> </li> </ul> <p> </p> <ul> <li> <p>Complete onboarding and compliance training, demonstrating mastery of internal KYC/AML procedures</p> </li> <li> <p>Independently review and document with high accuracy</p> </li> <li> <p>Participate in cross-checking and peer review sessions, providing constructive feedback</p> </li> <li> <p>Identify and suggest at least 3 process improvement for KYC operations</p> </li> <li> <p>Contribute to operational documentation or knowledge base updates</p> </li> </ul> <p> </p><p><strong>Desired Candidate Profile</strong></p><ul> <li> <p>Strong analytical and critical thinking skills with high attention to detail</p> </li> <li> <p>Excellent written and verbal communication in English</p> </li> <li> <p>Ability to exercise sound judgment and maintain confidentiality in sensitive situations</p> </li> <li> <p>Experience with KYC, AML, or compliance processes in banking or fintech</p> </li> <li> <p>Comfortable with manual data review and using compliance case management tools</p> </li> <li> <p>Demonstrated commitment to ethical standards and integrity</p> </li> <li> <p>Ability to work collaboratively and adapt quickly in a fast-paced, startup environment</p> </li> </ul> <p> </p> <ul> <li> <p>Familiarity with Sharia-compliant banking principles or Islamic finance</p> </li> <li> <p>Proficiency in Arabic or other regional languages</p> </li> <li> <p>Prior experience with onboarding or customer verification systems</p> </li> <li> <p>Exposure to regulatory environments</p> </li> <li> <p>Interest in process automation</p> </li> </ul> <p> </p>

<p>Mal is seeking a senior SOC Analyst to establish our foundational security monitoring, detection, and incident response capabilities. As the first dedicated security operations hire at Mal, you will play a crucial role in protecting the world's first Sharia-compliant digital bank. You will work closely with our CISO and engineering teams to design, implement, and operate best-in-class security controls, ensuring the safety and resilience of our rapidly scaling banking products. Mal is looking for a Senior SOC Analyst to stand up and lead our security monitoring, detection, and incident response function. This is the founding hire of our Detection &amp; Response team a high-ownership role where you will design our SIEM pipeline, build our detection content and runbooks, lead incident response, and shape a SOC function that will scale to 24/7 coverage. You will be our eyes on the platform and the person customers, regulators, and the business rely on to catch and stop security incidents before they cause harm.</p><p>Design and build our security monitoring pipeline end-to-end log collection, SIEM, detection content, alerting, and dashboards across production, cloud, identity, endpoint, and application sources</p><p>Develop and tune detection use cases aligned to Mal s threat model, product risks, and regulatory obligations; treat detections as code and manage them with the same rigor</p><p>Lead incident response end-to-end triage, investigation, containment, eradication, recovery, and post-incident review and define severity schemes, runbooks, and communication procedures</p><p>Run proactive threat hunts across cloud, identity, and application telemetry to uncover attacker activity and detection gaps</p><p>Monitor for fraud and abuse signals relevant to a digital bank (account takeover, credential stuffing, payment abuse) in partnership with product and risk teams</p><p>Stand up and manage the MSSP/MDR relationship that bridges 24/7 coverage, and progressively bring capabilities in-house as the team grows</p><p>Establish and track SOC metrics (MTTD, MTTR, alert volume, false-positive rate) and drive continuous improvement against them</p><p>Use AI and automation to scale triage, enrichment, and response building workflows and agents that reduce analyst toil and accelerate time to respond</p><p>Feed lessons learned back into product security, engineering, and platform teams so that every incident improves the overall security posture</p><p>Support audit, compliance, and regulatory readiness by producing monitoring and incident evidence aligned to PCI DSS, SOC 2, ISO 27001, and banking regulator expectations</p><p>Inventory existing log sources, telemetry, and tooling; produce a prioritized gap analysis against Mal s threat model and regulatory obligations</p><p>Stand up or mature the SIEM pipeline with a core set of high-signal detections across cloud, identity, and application sources</p><p>Define incident severity levels, response runbooks, on-call expectations, and internal/external communication procedures</p><p>Establish an MSSP/MDR engagement to bridge 24/7 coverage, with clear handoff, escalation, and quality criteria</p><p>Set baseline SOC metrics (MTTD, MTTR, alert volume, false-positive rate) and start reporting against them</p><p>Deliver a Detection &amp; Response roadmap and headcount plan aligned to the CISO s InfoSec program and the banking license timeline</p><p><strong>Desired Candidate Profile</strong></p><ul><li>Significant hands-on experience in a SOC, detection and response, or incident response role</li><li>Strong experience with at least one modern SIEM platform (e.g., Splunk, Elastic, Sentinel, Chronicle, Panther) and with designing, tuning, and operating detections</li><li>Proven incident response experience leading investigations through triage, containment, and post-incident review</li><li>Solid experience monitoring and investigating security events in cloud environments (AWS, GWS), including identity, workloads, and infrastructure</li><li>Working knowledge of EDR tooling, endpoint investigation, and log analysis techniques</li><li>Strong grasp of attacker tradecraft and frameworks (e.g., MITRE ATT&amp;CK) and how to translate them into detections</li><li>Scripting or automation skills (Python, PowerShell, Bash) and comfort with detection-as-code and version-controlled workflows</li><li>Experience building or improving incident response runbooks, severity schemes, and on-call processes</li><li>Ability to operate with ownership and autonomy in ambiguous, fast-moving environments comfortable being the first SOC hire and building from scratch</li><li>Strong written and verbal communication skills, including the ability to brief leadership calmly and clearly during incidents</li><li>Previous experience in fintech, banking, or other regulated financial services environments</li><li>Familiarity with financial-sector frameworks and regulations (PCI DSS, SOC 2, ISO 27001, NIST CSF, CBUAE, FSRA and breach notification obligations (GDPR, PDPL)</li><li>Experience managing or transitioning away from MSSP/MDR relationships</li><li>Exposure to threat intelligence, purple teaming, or adversary emulation</li><li>Experience securing AI and LLM-powered products, including detections for AI-specific abuse patterns</li><li>Experience using AI tools and agents to automate SOC workflows (triage, enrichment, reporting)</li><li>Relevant certifications (GCIA, GCIH, GCFA, GCFR, GNFA, OSCP, or equivalent)</li><li>Knowledge of English or additional languages</li></ul>

<p>Mal is building the world s first Sharia-compliant neobank, serving Muslims worldwide with a modern, AI-powered and ethical banking experience. As a Payment Operations Associate, your work is essential to ensuring our payment flows are seamless, accurate, and fully aligned with our mission of trust and transparency. You will play a key role within our Operations team, focusing on the timely reconciliation of all payment transactions and supporting the integrity of our financial systems. In this associate-level role, you will monitor, investigate, and resolve issues across multiple payment rails and ledgers, working closely with both internal teams and external partners. Your diligence, attention to detail, and proactive approach will help Mal deliver exceptional, ethical financial services to our community, upholding the highest standards of accountability and compliance.</p><p>Own daily reconciliation of inbound, outbound, and internal payment flows across multiple ledgers and payment rails</p><p>Monitor payment transactions for breakages, exceptions, or mismatches, and flag issues promptly</p><p>Collaborate with Customer Support and technical teams to investigate and resolve discrepancies efficiently</p><p>Maintain accurate records of reconciliation activities and escalate unresolved issues as needed</p><p>Liaise with external payment partners to ensure timely settlement and resolution of payment queries</p><p>Support the implementation of operational controls and process improvements</p><p>Provide regular reporting on reconciliation status and key operational metrics</p><p>Achieve full ownership of daily reconciliation processes with minimal supervision</p><p>Identify and document at least three process improvement opportunities</p><p>Proactively resolve 100% of payment-related exceptions within agreed SLA</p><p>Deliver a weekly reconciliation status report to Operations leadership</p><p>Build strong working relationships with Customer Support and payment partners</p><p><strong>Desired Candidate Profile</strong></p><p>Experience or strong interest in payment operations, treasury, or back-office banking functions</p><p>Strong attention to detail with a methodical, process-driven approach</p><p>Excellent organizational and time management skills</p><p>Ability to work effectively with multiple internal and external stakeholders</p><p>Strong analytical and problem-solving abilities</p><p>Clear and professional written and verbal communication skills</p><p>Commitment to ethical standards and alignment with Mal s mission</p><p>Exposure to fintech, neobank, or digital banking environments</p><p>Familiarity with Sharia-compliant financial products or Islamic banking principles</p><p>Experience with payment gateways, settlement processes, or transaction monitoring tools</p><p>Working knowledge of reconciliation software or spreadsheet proficiency</p><p>Multilingual abilities, especially in Arabic or other languages spoken in the Muslim world</p>

<p>Mal is building the world's first AI-native Islamic digital platform reimagining banking, commerce, and beyond through intelligent systems, ethical design, and deeply human experiences. We don't bolt AI onto existing products. We build products where AI is the interface. We're looking for a Sr Product Designer to join our AI team and define how humans interact with intelligent systems. This is not a traditional design role. You'll shape the personality, tone, and behavior of our AI across chat, voice, and hybrid UI patterns ensuring every interaction feels intuitive, trustworthy, and distinctly human. If you've shipped real AI products and you're energized by the frontier of conversational UX, this role was written for you.</p><p>Design AI-first experiences across chat, voice, and hybrid UI patterns for banking, shopping, travel, and beyond</p><p>Define AI behavior: tone of voice, response structures, follow-up logic, and interaction decision trees</p><p>Translate complex, multi-step workflows into simple, guided AI interactions</p><p>Design multi-turn conversations including ambiguity handling, edge cases, and graceful recovery flows</p><p>Prototype rapidly using AI-native tools (Lovable, Cursor, v0, etc.) to validate real flows before build</p><p>Collaborate closely with engineering to align interaction design with LLM capabilities and constraints</p><p>Ensure AI integrates seamlessly with surrounding UI cards, actions, suggestions and not just raw chat output</p><p>Ship end-to-end AI chat UI for the Travel vertical covering flight search, selection, and booking flows</p><p>Ship hotel discovery and booking experience within the Travel vertical including multi-turn conversation states</p><p>Deliver the Shopping AI chat UI including product discovery, recommendations, and checkout interaction patterns</p><p>Ship the eSIM onboarding and activation flow as a complete, production-ready AI-guided experience</p><p>Ensure all three verticals (Travel, Shopping, eSIM) are consistent in AI tone, response structure, and UI patterns</p><p>Hand off all flows to engineering with documented interaction specs, edge cases, and empty/error states</p><p><strong>Desired Candidate Profile</strong></p><ul><li>Proven experience designing and shipping AI products this is non-negotiable</li><li>Portfolio demonstrating real AI interaction design work (not just concepts or speculative projects)</li><li>Strong systems thinking: able to design flows, states, and edge cases not just individual screens</li><li>Deep intuition for conversational UX knowing when AI should ask, suggest, act, or stay silent</li><li>Comfortable using AI tools (ChatGPT, Claude, Cursor, etc.) as a core part of your daily design workflow</li><li>Working understanding of LLM behavior: context limits, hallucinations, and latency trade-offs</li><li>Ability to design within real-world technical constraints in partnership with engineering</li><li>Strong UX/UI fundamentals with the ability to deliver polished, production-ready designs</li><li>Experience designing agent-like or multi-step AI workflows</li><li>Background in fintech, neobanking, or other regulated, complex product domains</li><li>Motion and interaction design skills</li><li>Familiarity with Islamic finance principles or sensitivity to culturally nuanced product design</li><li>Experience in early-stage or 0-to-1 product environments</li></ul>