Customer Support Retention Specialist

Bitunix Fintech LLC; Dubai; On-site; AED 40,000 - 80,000; Full time

Job summary

An innovative fintech company is seeking a motivated Customer Support Retention Specialist to enhance user satisfaction and retention. In this role, you will engage with customers, troubleshoot issues, and provide guidance on crypto fundamentals. You'll work closely with various teams to improve user experience while maintaining accurate records in CRM systems. This is an exciting opportunity to join a rapidly growing company in the digital assets space, offering a dynamic work environment and opportunities for career growth.

Qualifications

• 3+ years of experience in customer support, ideally in fintech or crypto.
• Ability to explain blockchain and crypto concepts in simple terms.

Responsibilities

• Engage with at-risk users to understand concerns and retain them.
• Deliver excellent support across email, chat, and phone channels.

Skills

Customer support experience

Communication skills

Problem-solving

Knowledge of blockchain/crypto

Multilingual capabilities

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!