Customer Service Manager jobs in United Arab Emirates

OneBullEx is a crypto futures exchange startup designed for speed, reliability, and innovation. Our platform offers advanced futures trading capabilities, including AI-powered 300 SPARTANS trading bots for automated, high-precision strategies. With cutting-edge AI and machine learning tools, we deliver real-time performance even during high-volatility market conditions. We combine a user-focused interface with transparent risk management, empowering traders to navigate the fast-moving digital asset markets with confidence.

We are now looking for a Customer Support Specialist to strengthen our frontline support team and ensure an excellent user experience through AI-human collaboration.

• Customer Support & Issue Handling
  • Respond promptly to user inquiries via customer service platforms (Zendesk, Telegram, online communities, etc.)
  • Assist users with contract trading-related issues such as order failures, liquidation disputes, fund transfers, and fee concerns
  • Handle blockchain-related inquiries for deposits and withdrawals, including TxID verification and basic node status checks
  • Provide accurate guidance on platform features, product rules, and campaign policies
  • Ticket Management & Issue Escalation
    • Accurately record and categorise user-submitted tickets and inquiries
    • Escalate system bugs, risk control restrictions, or technical issues to the appropriate departments (Product, Tech, Risk)
    • Follow up on complex cases to ensure closure and provide timely user updates
• Complaints & Risk Alerts
  • Receive and properly handle user complaints to improve customer satisfaction
  • Identify potential high-risk users or suspicious activity and escalate to Risk or Compliance teams as needed
  • User Education & Documentation Feedback
    • Guide users in learning how to use platform features, trading tutorials, and official documentation
    • Gather frequently asked questions and common pain points to assist the content team in improving FAQs and help docs
• Operational & Campaign Support
  • Answer questions regarding campaign rules, reward distribution, and task progress
  • Support new feature or campaign launches by preparing unified responses and FAQs in advance

• Associate degree or above in any major; Finance, Economics, Languages, or Customer Service-related fields preferred
• 1+ years of experience in internet, trading, or fintech customer support roles preferred
• Familiar with digital assets and basic contract trading concepts and terminology
• Fast typing speed, clear communication, strong problem-solving skills, and a patient attitude
• Able to work shifts, including nights and public holidays

• Proficient in using customer service systems (e.g., Zendesk, Freshdesk, support chatbots)
• Able to perform basic blockchain transaction lookups via explorers (e.g., Etherscan, Tronscan)
• Basic data literacy to categorise and summarise tickets independently
• Strong communication skills in English and Chinese; additional languages (Korean, Japanese, Russian, etc.) are a plus

• Experience in crypto or exchange-related roles; knowledge of tokens, perpetual contracts, and leverage
• Experience managing or supporting Telegram/Discord communities
• Familiarity with KYC and risk review procedures, or prior involvement in building customer service SOPs
• Experience working alongside AI-powered customer service systems or AI agents

• Early Impact – Play a key role in shaping our hybrid AI + human customer service framework from the beginning
• Growth Trajectory – Join a fast-scaling platform with global ambitions and long-term career potential
• Dynamic Culture – Be part of an international, high-performance team in a rapidly evolving industry
• Attractive Package – Competitive salary and benefits, with full relocation support to Dubai