Customer Support Manager Full Time NEW

Experience with Crypto is mandatory.

About the Role:

We are looking for a proactive, highly organized, and customer-focused Customer Support Manager to join our growing team in Dubai.

This role is ideal for someone who thrives in a fast-paced environment, enjoys leading people, improving processes, and delivering exceptional customer experiences. The successful candidate will oversee our global support operation, ensuring high-quality service across a 24/7 support structure while continuously optimizing workflows, documentation, and automation.

You will work closely with Operations, Marketing, and Leadership teams to enhance customer satisfaction, maintain operational excellence, and contribute to the overall growth of the business.

Key Responsibilities:

• Lead and manage a remote Customer Support team of 3 members across different countries and time zones
• Ensure smooth operation of our 24/7 customer support function, maintaining high service standards and response times
• Oversee daily support operations through Zendesk, including ticket management, workflows, automations, and reporting
• Maintain and continuously improve our GitBook knowledge base, ensuring documentation remains accurate and up to date
• Manage and optimize our AI chatbot to improve customer experience and reduce support volume
• Monitor and manage the company’s Trustpilot profile, including review responses and reputation management initiatives
• Monitor team performance, provide coaching, feedback, and support professional development
• Conduct interviews with successful customers (Success Stories) through online meetings, creating valuable marketing content and testimonials
• Collaborate with Marketing and Operations teams to identify customer insights and improve communication strategies
• Analyze support metrics, identify trends, and implement process improvements
• Develop and maintain SOPs, internal documentation, and best practices for the support team
• Handle escalated customer cases with professionalism and ownership

What We’re Looking For:

• Experience in crypto and trading is mandatory.
• Previous experience leading Customer Support or Customer Success teams
• Strong knowledge of Zendesk and customer support operations
• Experience managing remote teams across different countries and time zones
• Mandatory understanding of cryptocurrency, fintech, and/or trading environments
• Excellent written and verbal communication skills in English
• Strong organizational, analytical, and problem-solving abilities
• Ability to prioritize multiple tasks and perform well under pressure
• Experience creating and maintaining knowledge base documentation
• Customer-centric mindset with strong leadership and coaching skills
• Ability to adapt quickly to feedback and changing priorities
• Basic knowledge of Notion for task management, documentation, and team collaboration is a plus

Nice to Have:

• Experience with AI chatbots, support automation, and workflow optimization
• Experience conducting customer interviews or testimonial sessions
• Familiarity with Trustpilot management, customer satisfaction metrics, KPIs, and support analytics

Why Join Us

• Work in a fast-growing fintech and trading environment
• Opportunity to work directly with leadership and cross-functional teams
• High ownership and autonomy in shaping the customer experience
• Fast-paced and execution-driven culture
• Exposure to global customers, innovative technologies, and international operations