Crypto Customer Retention & Support Specialist (Remote-friendly)

Bitunix Fintech LLC; Dubai; On-site; AED 120,000 - 200,000; Full time

Job summary

A dynamic fintech company in Dubai is seeking a Customer Support Retention Specialist to join their support team. This role involves engaging with at-risk users to resolve issues and promote user retention, providing support across various channels, and educating users about crypto concepts. The ideal candidate has extensive customer support experience, strong communication skills, and familiarity with fintech. If you are proactive and enjoy working in a fast-paced environment, we encourage you to apply and be part of our innovative team.

Benefits

Competitive salaries

Opportunities for career growth

Dynamic and innovative culture

Qualifications

• 13 years of experience in customer support ideally in fintech, crypto, or SaaS.
• Ability to understand and explain blockchain/crypto concepts in simple terms.
• Knowledge of crypto wallets, exchanges, DeFi, or trading platforms is a strong plus.

Responsibilities

• Engage with at-risk users to understand concerns, resolve issues, and retain them.
• Deliver excellent support across email, chat, and phone channels.
• Analyze user behavior and feedback to flag churn risks and improve retention strategies.

Skills

Strong communication and interpersonal skills

Customer-first mindset

Proactive problem-solving

Multilingual capabilities

Education

13 years of experience in customer support

Tools

Zendesk

Intercom

Salesforce

Job description

A dynamic fintech company in Dubai is seeking a Customer Support Retention Specialist to join their support team. This role involves engaging with at-risk users to resolve issues and promote user retention, providing support across various channels, and educating users about crypto concepts. The ideal candidate has extensive customer support experience, strong communication skills, and familiarity with fintech. If you are proactive and enjoy working in a fast-paced environment, we encourage you to apply and be part of our innovative team.