Global Director of Customer Service

Coin Factory; United Arab Emirates; Remote; USD 120,000 - 180,000; Full time

Job summary

Coin Factory, a leader in cryptocurrency innovation, seeks a Global Director of Customer Service to elevate client experiences. This role involves strategizing support services for a diverse clientele while managing a multilingual team in a fast-paced crypto environment. As part of a vibrant team, you'll implement processes for exceptional support and drive satisfaction in a growing market.

Benefits

Competitive package (Base, bonuses, equity options)

Flexible remote work option

Health coverage

Professional development support

Qualifications

• 7+ years of customer service leadership experience, 2+ years in cryptocurrency.
• Expert in customer service platforms and community management tools.
• Strong understanding of crypto markets and blockchain ecosystems.

Responsibilities

• Develop and execute global customer service strategy.
• Lead a multilingual support team providing 24/7 service.
• Analyze feedback to improve user experiences.

Skills

Leadership

Communication

Problem Solving

Customer Satisfaction

Education

Bachelor’s degree in Business, Communications, or related field

Advanced degree or relevant certifications

Tools

Zendesk

Salesforce Service Cloud

Discord

Job description

Coin Factory, headquartered in Switzerland, is a global leader in cryptocurrency and blockchain innovation, specializing in asset tokenization, decentralized finance, and gamification-as-a-service (GMaaS). Managing over $5B of digital assets, we empower startups, enterprises, and investors through tokens like MGC (Meta Games Coin), RZUSD, RealEstate, and products like CoinLoan, CoinMiner, and RankingGame. We’re seeking a Global Director of Customer Service to deliver world-class support and enhance customer experiences worldwide.

Role Overview

Reporting to Chief Product Officer, the Global Director of Customer Service will lead Coin Factory’s global customer service strategy, ensuring exceptional support for our diverse client base, including crypto enthusiasts, gamers, and institutional investors. You’ll build and manage a high-performing, multilingual service team to support our token portfolio and products, driving customer satisfaction and loyalty in a fast-paced crypto environment.

Requirements

Responsibilities

• Develop and execute a global customer service strategy to support users of Coin Factory’s tokens (e.g., MGC, RZUSD) and products like GMaaS and CoinLoan.
• Build and lead a distributed, multilingual customer service team to provide 24 / 7 support via email, chat, and community platforms (e.g., Discord, Telegram).
• Implement scalable support processes and tools (e.g., Zendesk, Intercom) to handle inquiries related to token transactions, gaming integrations, and DeFi services.
• Collaborate with product and marketing teams to align support with user needs and brand messaging.
• Analyze customer feedback and service metrics to drive continuous improvement in user experience.
• Ensure compliance with global crypto regulations, including KYC / AML, in customer interactions.
• Foster a customer-centric culture, training teams to handle complex blockchain and gaming-related queries.

Qualifications

• 7+ years of customer service leadership experience, with 2+ years in cryptocurrency, blockchain, or fintech.
• Proven track record of building global support teams that achieve 90%+ customer satisfaction scores.
• Expertise in customer service platforms (e.g., Zendesk, Salesforce Service Cloud) and community management tools (e.g., Discord).
• Strong understanding of crypto markets, tokenomics, and blockchain gaming ecosystems (e.g., play-to-earn).
• Experience managing multilingual teams in high-growth, tech-driven environments.
• Exceptional leadership, communication, and problem-solving skills.
• Bachelor’s degree in Business, Communications, or related field; advanced degree or relevant certifications preferred.

Why Join Us?

• Competitive package (Base, bonuses, equity options).
• Lead customer experience for a leading crypto and blockchain innovator.
• Flexible remote work or join our dynamic team in Zug, Switzerland.
• Collaborate with a global, passionate team revolutionizing finance and gaming.
• Comprehensive benefits, including health coverage and professional development support.

How to Apply

Click "Apply Now" on LinkedIn and submit your resume, LinkedIn profile, and a cover letter detailing your experience in customer service leadership and passion for Coin Factory’s mission. We’re excited to meet leaders dedicated to delivering exceptional crypto support!

Coin Factory is an equal opportunity employer. We value diversity and are committed to fostering an inclusive workplace.