CRM & Customer Ops Systems Admin – Onsite Dubai

MCCOIN VIRTUAL ASSETS L.L.C; Dubai; On-site; AED 67,000 - 89,000; Full time

Benefits offered by this job

Air ticket

Medical Insurance

Annual Leave

Job summary

McCoin Virtual Assets LLC is seeking a CRM & Customer Operations System Administrator to lead configuration, implementation, and ongoing administration of our CRM and omnichannel support. You will work on platforms such as Freshdesk and an in-house CRM, handling complex workflows and integrations.

You will collaborate with CX, Operations, Product, and Compliance teams to optimize customer journeys, monitor performance, and deliver actionable dashboards and reports for service levels and ticket

Qualifications

• Bachelor's degree or equivalent in information systems or related field.
• 3+ years administering customer-service CRM or omnichannel platforms.
• Experience with Freshdesk/Freshworks, Zendesk Suite or Intercom.
• Strong understanding of tickets, SLAs, routing and escalation rules.
• Ability to integrate CRM with external systems via APIs or webhooks.
• Proven capability to develop dashboards and performance reports for CS.

Responsibilities

• Configure, administer, and improve the CRM and omnichannel platforms.
• Manage ticket fields, forms, statuses, queues, roles, permissions, workflows.
• Implement role-based access controls and secure handling of data.
• Test changes, document, and gain production-approval before rollout.
• Audit CRM workflows to prevent duplicates and routing loops.
• Troubleshoot access, routing, automation, reporting, and integrations.
• Support CRM integrations using APIs, webhooks, or native apps.
• Support chatbot workflows and human-agent escalation with history preserved.
• Monitor AI performance and ensure CX policy-aligned responses.
• Develop dashboards and reports for service levels and volumes.
• Collaborate with CX, Ops, Product, Dev, Compliance, InfoSec teams.
• Prepare user guides and train agents and team leaders.

Skills

CRM administration

Customer-service operations

Workflow configuration

API integrations

Troubleshooting

Education

Bachelor's degree in Information Systems

Related professional experience

Tools

Freshdesk

Zendesk

Intercom

Job description

McCoin Virtual Assets LLC is seeking a CRM & Customer Operations System Administrator to lead configuration, implementation, and ongoing administration of our CRM and omnichannel support. You will work on platforms such as Freshdesk and an in-house CRM, handling complex workflows and integrations.

You will collaborate with CX, Operations, Product, and Compliance teams to optimize customer journeys, monitor performance, and deliver actionable dashboards and reports for service levels and ticket