Customer Service Team Lead

Confidential Jobs; Abu Dhabi; Hybrid; AED 120,000 - 200,000; Full time

Job summary

A fast growing startup consultancy in Abu Dhabi seeks an experienced Customer Service Team Lead to build and manage its support function. The role requires strong leadership skills and a background in FinTech or crypto. You'll establish effective support processes, monitor KPIs, and ensure compliance with UAE regulations. Competitive compensation and a hybrid work model are offered.

Benefits

Competitive package

Exciting employee benefits

Work-life balance

Qualifications

• 5+ years of experience in customer service or client success roles.
• At least 2 years in a leadership or supervisory capacity.
• Proven experience with FinTech or crypto companies.
• Excellent communication and leadership skills.
• Fluent in English; Arabic is an advantage.

Responsibilities

• Establish and lead the customer service team.
• Define support workflows and SLAs.
• Act as primary escalation point for inquiries.
• Monitor support KPIs and prepare performance reports.
• Support onboarding and training of customer support staff.

Skills

Customer service leadership

Regulatory knowledge

FinTech experience

Communication skills

Zendesk expertise

Understanding of UAE market

Tools

Zendesk

Intercom

Freshdesk

Job description

About the Company

We are a dynamic and rapidly growing startup consultancy based in Abu Dhabi, focused on delivering expert support and tailored solutions to clients operating in the cryptocurrency and digital asset space. Our services span crypto exchanges, token platforms, and wallet solutions, with a strong focus on regulatory alignment, user experience, and operational excellence. As we scale, we are building a team that is passionate about blockchain innovation and delivering world-class service.

Role overview

We are seeking a proactive and experienced Customer Service Team Lead to build, lead, and manage our support function. This role is critical in ensuring that clients and platform users receive timely, effective, and knowledgeable assistance. The ideal candidate will have a strong background in FinTech and crypto, excellent team management skills, and a deep understanding of UAE\'s local market and regulatory environment.

Key Responsibilities

• Establish and lead the customer service team to support clients operating crypto exchanges, wallets, and token platforms.
• Define and implement effective support workflows, SLAs, and escalation processes.
• Act as the primary point of escalation for complex or high-value customer inquiries.
• Work closely with compliance, legal, operations, and tech teams to resolve customer concerns in a timely and compliant manner.
• Ensure customer service processes align with the guidelines of UAE regulatory bodies such as: VARA (Virtual Assets Regulatory Authority – Dubai), ADGM (Abu Dhabi Global Market), DIFC (Dubai International Financial Centre), SCA (Securities and Commodities Authority – for mainland UAE), and other relevant bodies where client operations may be licensed or registered.
• Stay current with local and international evolving virtual asset regulations and support the team in adapting accordingly.
• Monitor support KPIs (e.g., resolution time, CSAT, NPS) and prepare regular performance reports.
• Oversee knowledge base content and ensure all support documentation is up to date and aligned with regulated procedures.
• Support onboarding and training of customer support staff, ensuring full understanding of crypto platforms and compliance obligations.

Requirements

• 5+ years of experience in customer service or client success roles, with at least 2 years in a leadership or supervisory capacity.
• Proven experience working in or with FinTechs, crypto companies, or blockchain-based platforms.
• Strong understanding of UAE’s business environment, including consumer expectations and local regulatory frameworks.
• Excellent communication and leadership skills; ability to coach, motivate, and develop team members.
• Hands-on experience with customer support platforms such as Zendesk, Intercom, or Freshdesk, with a strong emphasis on Zendesk expertise, which is a must for this role.
• Ability to develop FAQ and chatbot content.
• Utilize AI and other technologies to improve operations and customer service experience.
• Fluent in English; Arabic is a strong advantage.
• Able to work independently in a startup environment with limited structure and high growth potential.

Work Type

Hybrid

Location

Abu Dhabi, UAE

Compensation

Competitive package with exciting employee benefits

Culture

A dynamic workplace that values and promotes work-life balance

If you feel your experience and skillsets could contribute meaningfully to our fast growing team, please apply.