Head of Customer Support

A team specializing in providing technology and liquidity to the financial sector, especially in the field of forex, cryptocurrencies and blockchain, in search of Head of Customer Support.

The company's product provides access to the liquidity of cryptocurrency exchanges. It allows companies to offer customers fast and efficient cryptocurrency transactions, integrating exchange functionality and improving the user experience.

The company's head office is located in Dubai, with presence in key cities: Hong Kong, Kiev, Tallinn, London, Limassol, Yerevan, Tbilisi and Mauritius. The company works with clients from more than 40 countries and serves over 500 clients worldwide. The company actively explores the market, deeply analyzes the needs of its customers and implements advanced technologies so that its solution remains one of the most competitive on the market.

If you want to be part of an ambitious team developing a high-tech product and enhancing partnership mechanics in the financial sector, send us your resume!

If you are based in one of the cities where the company has an office (Dubai, Hong Kong, Kyiv, Tallinn, London, Limassol, Yerevan, Tbilisi, or Mauritius), a hybrid work format is preferred, with the possibility of transitioning to remote work in the future.

Your tasks on the position:

• Build and manage a scalable support team, including hiring and training
• Handle escalated client issues, monitor KPIs, and improve service quality
• Optimize Zendesk workflows and reporting for efficient ticket handling
• Maintain a Help Center, update documentation, and enhance the chatbot
• Improve access to support channels and streamline operations
  
  
  

Requirements

• 4+ years of experience in customer support, preferably in financial services (B2C)
• Proficiency in ticketing systems (preferably Zendesk)
• Experience with AI chatbots and Help Center documentation
• Willingness for official employment in an office or hybrid format, with a B2B contract for remote work
• Fluency in English (С1+ level)
  
  
  

Nice to have:

• Additional language skills will be a significant advantage
  
  
  

Benefits

• Competitive salary according to your experience and skills (the exact amount is discussed with the final candidate)
• Officially paid sick leave
• Paid vacation
• Performance-based bonuses and gifts (including Apple products)
• Performance (and salary) review - once a year
• The opportunity to work with 1st tier banks and exchanges, linked to all popular trading platforms
• Mentorship and growth opportunities within a strong team