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Head of Customer Support - job 2 of 2

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A team specializing in providing technology and liquidity to the financial sector, especially in the field of forex, cryptocurrencies and blockchain, in search of Head of Customer Support.

The company's product provides access to the liquidity of cryptocurrency exchanges. It allows companies to offer customers fast and efficient cryptocurrency transactions, integrating exchange functionality and improving the user experience.

The company's head office is located in Dubai, with presence in key cities: Hong Kong, Kiev, Tallinn, London, Limassol, Yerevan, Tbilisi and Mauritius. The company works with clients from more than 40 countries and serves over 500 clients worldwide. The company actively explores the market, deeply analyzes the needs of its customers and implements advanced technologies so that its solution remains one of the most competitive on the market.

If you want to be part of an ambitious team developing a high-tech product and enhancing partnership mechanics in the financial sector, send us your resume!

If you are based in one of the cities where the company has an office (Dubai, Hong Kong, Kyiv, Tallinn, London, Limassol, Yerevan, Tbilisi, or Mauritius), a hybrid work format is preferred, with the possibility of transitioning to remote work in the future.

Your tasks on the position:

Build and manage a scalable support team, including hiring and training
Handle escalated client issues, monitor KPIs, and improve service quality
Optimize Zendesk workflows and reporting for efficient ticket handling
Maintain a Help Center, update documentation, and enhance the chatbot
Improve access to support channels and streamline operations

4+ years of experience in customer support, preferably in financial services (B2C)
Proficiency in ticketing systems (preferably Zendesk)
Experience with AI chatbots and Help Center documentation
Willingness for official employment in an office or hybrid format, with a B2B contract for remote work
Fluency in English (С1+ level)

Nice to have:

Additional language skills will be a significant advantage

Competitive salary according to your experience and skills (the exact amount is discussed with the final candidate)
Officially paid sick leave
Paid vacation
Performance-based bonuses and gifts (including Apple products)
Performance (and salary) review - once a year
The opportunity to work with 1st tier banks and exchanges, linked to all popular trading platforms
Mentorship and growth opportunities within a strong team

Average salary estimate

$100000 / YEARLY (est.)

min

max

$80000K

$120000K

If an employer mentions a salary or salary range on their job, we display it as an "Employer Estimate". If a job has no salary data, Rise displays an estimate if available.

What You Should Know About Head of Customer Support, Udelta

Are you ready to take the next big step in your career? Join an innovative team as the Head of Customer Support at a cutting-edge company specializing in technology and liquidity solutions for the financial sector. Based in Dubai, but with a vibrant presence in cities like Hong Kong, Kyiv, Tallinn, London, Limassol, Yerevan, Tbilisi, and Mauritius, our company serves over 500 clients across more than 40 countries. We're dedicated to providing fast and efficient cryptocurrency transactions, enhancing user experiences, and optimizing liquidity access on cryptocurrency exchanges. As the Head of Customer Support, you will build and manage a scalable support team, ensuring our clients receive extraordinary service. Your responsibilities will include handling escalated client issues, optimizing Zendesk workflows, and maintaining our Help Center. You'll also have the opportunity to enhance operational efficiency and streamline our support channels. If you possess a minimum of 4 years of customer support experience, preferably in financial services, and are skilled with ticketing systems and AI chatbots, then we want to hear from you! A hybrid work model is preferred, and there are opportunities for remote work as well. At our company, we value growth and performance, offering competitive salaries, mentorship, and exciting bonuses. If you’re passionate about technology and customer service in the dynamic world of finance, we’d love for you to join our ambitious team!

Frequently Asked Questions (FAQs) for Head of Customer Support Role at Udelta

What are the main responsibilities of the Head of Customer Support at this company?

The Head of Customer Support at our company is responsible for building and managing a scalable support team, handling escalated client issues, optimizing Zendesk workflows, and maintaining the Help Center. You'll play a vital role in ensuring the highest service quality and operational efficiency, while also monitoring KPIs and improving customer experience.