Customer Support Retention Specialist

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

Job Summary

We are seeking a highly motivated Customer Support Retention Specialist to join our support team. In this role you will be responsible for delivering highquality support while focusing on user retention churn prevention and longterm customer satisfaction. You will work closely with customers to resolve issues educate them on our platform and services and provide proactive engagement to maximize their success.

Key Responsibilities

• Engage with atrisk users to understand concerns resolve issues and retain them on the platform
• Deliver excellent support across email chat and phone channels
• Troubleshoot and resolve user issues related to accounts transactions and wallet access
• Educate users on crypto fundamentals platform features and safe practices
• Identify upsell and crosssell opportunities that align with user needs
• Analyze user behavior and feedback to flag churn risks and improve retention strategies
• Support KYC/AML onboarding processes in collaboration with compliance teams
• Work with product marketing and development teams to improve user experience
• Handle sensitive cases with professionalism especially during market or platform volatility
• Maintain accurate records of customer interactions in CRM and support systems

Requirements

• 13 years of experience in customer support ideally in fintech crypto or SaaS
• Strong communication and interpersonal skills
• Customerfirst mindset with a focus on proactive problemsolving
• Ability to understand and explain blockchain/crypto concepts in simple terms
• Familiarity with customer support tools (e.g. Zendesk Intercom Salesforce)
• Comfortable working in a fastpaced remotefriendly environment
• Knowledge of crypto wallets exchanges DeFi or trading platforms is a strong plus
• Multilingual capabilities are a plus

Why Work for Us

At Bitunix we value our employees and strive to create a positive and inclusive work environment. We offer competitive salaries and benefits opportunities for career growth and development and a dynamic and innovative culture. By joining our team you will have the opportunity to be a part of a rapidly growing company in the exciting and everevolving world of digital assets.

If you are a highly motivated and experienced Customer Support Representative we would love to hear from you. Apply now and become a part of our dynamic and innovative team!