Customer Support Specialist - FinTech/PSP - United Arab Emirates

Supersub; Dubai; On-site; AED 67,000 - 112,000; Full time

Job summary

Supersub in Dubai is seeking a Junior Customer Support Specialist to be the frontline contact for merchant inquiries. You will handle basic support, triage escalations to engineering or account managers, and assist with portal navigation and payouts.

You should be a strong communicator with excellent English, eager to learn, and comfortable working with CRM tools in a dynamic payments environment.

Qualifications

• Open to fresh graduates or with 0-2 years in customer service or tech support.
• Impeccable written and spoken English is non-negotiable.
• Fast learner with a proactive, can-do attitude in a fast-paced environment.
• Comfort with SaaS tools and web-based applications.

Responsibilities

• Manage frontline merchant inquiries via email, live chat, and tickets with prompt, courteous responses.
• Triage and route escalations to engineering or account managers for complex issues.
• Assist merchants with basic account setup, payouts, and portal navigation.
• Document interactions, track SLA times, and maintain CRM hygiene.
• Collaborate with Compliance, Risk, Technical Integration, and Account Management.

Skills

Customer support

English proficiency

Communication

Analytical thinking

Teamwork

Problem-solving

Tools

Zendesk

Intercom

Freshdesk

Job description

Описание

This is an exciting, early-career operational support hire based in Dubai. As a Junior Customer Support Specialist, you will join a hands-on, high-velocity environment responsible for acting as the primary point of contact for frontline merchant inquiries, resolving foundational support cases, and serving as the operational triage specialist to ensure technical and commercial escalations reach the appropriate internal stakeholders seamlessly. While physically based in Dubai, this role supports an international base of digital merchants across global markets. You will work shoulder-to-shoulder with senior operations managers and ex-banking executives, receiving world-class mentorship from day one. This role is built for a highly polished, proactive communicator- whether an ambitious recent graduate or early-career professional, who exhibits natural empathy, articulate presence, exceptional problem-solving skills, and a relentless passion for technology and operational excellence.

Задачи

• Manage Frontline Merchant Inquiries: Serve as the primary point of contact across email, live chat, and support ticketing channels, delivering prompt, courteous, and accurate responses to basic account and transaction queries.
• Triage & Route Complex Escalations: Analyze incoming merchant tickets to determine root causes, efficiently triaging and escalating specialized technical issues (APIs, integrations) to engineering or commercial/sales opportunities to account managers.
• Perform Basic Troubleshooting: Assist merchants with basic account configuration, payout statuses, transaction status verifications, portal navigation, and administrative portal tasks.
• Maintain Incident & Pipeline Hygiene: Accurately document customer interactions, track SLA resolution times, tag issue categories, and maintain structured record hygiene within the internal CRM and support ticketing system.
• Collaborate with Cross-Functional Teams: Partner closely with Compliance, Risk, Technical Integration, and Account Management teams to ensure swift resolution of escalated tickets and seamless merchant lifecycle support.

Требования

• Background: Open to fresh university undergraduates/graduates in Business, Information Technology, Finance, Communications, or related fields, as well as candidates with 0-2 years of exposure in customer service, tech support, or client-facing roles.
• Communication Excellence: Impeccable, flawless command of written and spoken English is non-negotiable. Must display superior presence, clarity, patience, and professional poise when dealing with international merchants.
• Driven & Coachable: Exceptional eagerness to learn, high energy, strong analytical curiosity, and a hands-on "can-do" attitude in a fast-paced operational environment.
• Tech-Savvy: High digital fluency with strong familiarity with modern desk management tools (e.g., Zendesk, Intercom, Freshdesk), ticketing software, SaaS tools, and web-based applications.
• The Differentiators: Academic/Extracurricular Leadership: Demonstrated experience in student support leadership, campus tech helpdesks, hospitality/service roles, or relevant customer service internships.
• Global Market Curiosity: Basic foundational awareness of digital payment gateways, credit card processing, merchant accounts, or global fintech trends.

Условия

• Unrivaled Mentorship: Work directly with experienced payment operations leaders, acquiring real-world technical troubleshooting experience and deep international payment domain expertise.
• Accelerated Career Path: Fast-track progression into specialized Customer Operations, Technical Integration Support, or Account Management roles as you build domain mastery.
• Dynamic Hub: Based in Dubai - one of the world's premier international business hubs.

The Employer

The employer is a cutting-edge, technology-driven payment infrastructure provider. Led by an experienced team of former banking and payment executives, the company delivers seamless, secure, and multi-currency payment acquiring and processing solutions for international merchants and enterprises operating worldwide.