Customer Support Specialist
OneBullExUnited Arab Emirates13 days ago
Full-timeRemote FriendlyOther
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OneBullEx is a crypto futures exchange startup designed for speed, reliability, and innovation. Our platform offers advanced futures trading capabilities, including AI-powered 300 SPARTANS trading bots for automated, high-precision strategies. With cutting-edge AI and machine learning tools, we deliver real-time performance even during high-volatility market conditions. We combine a user-focused interface with transparent risk management, empowering traders to navigate the fast-moving digital asset markets with confidence.
We are now looking for Customer Support Specialist to strengthen our frontline support team and ensure an excellent user experience through AI-human collaboration.
Key Responsibilities
Customer Support & Issue Handling
- Respond promptly to user inquiries via customer service platforms (Zendesk, Telegram, online communities, etc.)
- Assist users with contract trading-related issues such as order failures, liquidation disputes, fund transfers, and fee concerns
- Handle blockchain-related inquiries for deposits and withdrawals, including TxID verification and basic node status checks
- Provide accurate guidance on platform features, product rules, and campaign policies
- Ticket Management & Issue Escalation
- Accurately record and categorise user-submitted tickets and inquiries
- Escalate system bugs, risk control restrictions, or technical issues to the appropriate departments (Product, Tech, Risk)
- Follow up on complex cases to ensure closure and provide timely user updates
- Receive and properly handle user complaints to improve customer satisfaction
- Identify potential high-risk users or suspicious activity and escalate to Risk or Compliance teams as needed
- User Education & Documentation Feedback
- Guide users in learning how to use platform features, trading tutorials, and official documentation
- Gather frequently asked questions and common pain points to assist the content team in improving FAQs and help docs
- Answer questions regarding campaign rules, reward distribution, and task progress
- Support new feature or campaign launches by preparing unified responses and FAQs in advance
Basic Qualifications
- Associate degree or above in any major; Finance, Economics, Languages, or Customer Service-related fields preferred
- 1+ years of experience in internet, trading, or fintech customer support roles preferred
- Familiar with digital assets and basic contract trading concepts and terminology
- Fast typing speed, clear communication, strong problem-solving skills, and a patient attitude
- Able to work shifts, including nights and public holidays
- Proficient in using customer service systems (e.g., Zendesk, Freshdesk, support chatbots)
- Able to perform basic blockchain transaction lookups via explorers (e.g., Etherscan, Tronscan)
- Basic data literacy to categorise and summarise tickets independently
- Strong communication skills in English and Chinese; additional languages (Korean, Japanese, Russian, etc.) are a plus
- Experience in crypto or exchange-related roles; knowledge of tokens, perpetual contracts, and leverage
- Experience managing or supporting Telegram/Discord communities
- Familiarity with KYC and risk review procedures, or prior involvement in building customer service SOPs
- Experience working alongside AI-powered customer service systems or AI agents
- Early Impact – Play a key role in shaping our hybrid AI + human customer service framework from the beginning
- Growth Trajectory – Join a fast-scaling platform with global ambitions and long-term career potential
- Dynamic Culture – Be part of an international, high-performance team in a rapidly evolving industry
- Attractive Package – Competitive salary and benefits, with full relocation support to Dubai
Key Skills
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