Relation Management Specialist

Bitcoin Suisse AG; Abu Dhabi; Presencial; AED 90.000 - 150.000; Jornada completa

Descripción de la vacante

Bitcoin Suisse AG is seeking a proactive Relation Management Support Specialist to join our Client Management team. You will manage support requests from existing and prospective clients, focusing on German-speaking clients, across ticketing, email, phone and chat channels.

You’ll resolve inquiries directly when possible and coordinate with internal teams to ensure efficient resolution, maintaining a high standard of client experience for an international client base.

Formación

• Fluency in German and English is mandatory.
• Proven experience in Customer Support/Service.
• Experience with ticketing systems and CRM tools.

Responsabilidades

• Serve as the primary contact for client and prospect inquiries via ticketing systems, email, phone and chat.
• Manage and prioritize support tickets per SLAs and response times.
• Resolve inquiries related to onboarding and platform functionality.
• Escalate complex issues to internal teams and ensure timely follow-up.
• Maintain professional communication throughout the support process.
• Collaborate with Account Management, Compliance, Operations, Trading and Product teams.
• Support onboarding by coordinating documentation and processes.
• Identify recurring issues and suggest improvements.
• Maintain records of client interactions and support activities.

Conocimientos

German language

English language

Customer service

CRM familiarity

Communication

Herramientas

Ticketing system

CRM platforms

Knowledge base

Descripción del empleo

We are seeking a proactive and service-oriented Relation Management Support Specialist to join our Client Management team In this role you will be responsible for managing support requests from existing clients and prospective clients ensuring timely accurate and professional responses across all communication channels As the first point of contact for many client interactions you will play a key role in delivering an outstanding customer experience to our international client base with a particular focus on supporting German-speaking clients and prospects You will resolve inquiries directly whenever possible and coordinate with internal stakeholders to ensure efficient resolution of more complex requests The ideal candidate thrives in a fast-paced environment has a strong client service mindset and enjoys helping clients navigate products services and operational processes with professionalism and efficiency

Responsibilities

• Serve as the primary point of contact for client and prospect inquiries via ticketing systems email phone and chat channels
• Manage and prioritize support tickets in accordance with established service levels and response times
• Resolve client inquiries related to account access onboarding platform functionality products services and general operational matters
• Provide support to prospective clients regarding onboarding requirements account opening procedures and available services
• Escalate complex issues to the appropriate internal teams and ensure timely follow-up until resolution
• Maintain clear professional and client-friendly communication throughout the support process
• Collaborate closely with Account Management Relationship Management Compliance Operations Trading and Product teams to resolve client issues efficiently
• Support clients throughout the onboarding journey by coordinating documentation requirements and facilitating a smooth onboarding experience
• Identify recurring client issues and contribute to process and service improvements
• Maintain accurate records of client interactions and support activities within internal systems
• Support the creation and maintenance of internal and client-facing knowledge base articles FAQs and support documentation
• Contribute to achieving team KPIs related to response times resolution rates and client satisfaction

What you bring along

• Proven experience in Customer Support, Client Services, Helpdesk, or a similar client-facing role within financial services, fintech, technology, or crypto
• Strong customer service mindset with a genuine passion for delivering exceptional client experiences
• Excellent verbal and written communication skills
• Ability to explain complex topics clearly, professionally, and in a client-friendly manner
• Strong organizational skills and the ability to manage multiple inquiries simultaneously
• Experience working with ticketing systems, CRM platforms, and client support tools
• High attention to detail and strong problem-solving capabilities
• Ability to work effectively under pressure while maintaining a client-focused approach
• Familiarity with AML/KYC requirements, onboarding processes, and regulatory standards within a financial services environment
• Interest in digital assets, cryptocurrency, and financial markets is beneficial
• Fluency in German and English (spoken and written) is mandatory
• Ability to provide professional support to clients and prospects across international locations

Additional languages are considered a plus