Department:          Operations Management

Role:                          Customer Support

Location(s):             Dubai, United Arab Emirates

Remote:                   Yes

Time:                         Full-time or Contract

Description:

• Operations
  • Investigate user inquiries and provide premium support via phone, email, or chat.
  • Showcase knowledge of products and services to enthusiastically provide support to our users.
  • Ensure customer happiness and engagement by providing the users with a high level of experience; which may be achieved by effective and quick support.
  • Collaborate with Product & Design, Engineering & IT, and Business Development to collect feedback, and present solutions to help customers solve their challenges using Hoddle.
  • Create client presentations, user guides and FAQs.
  • Effectively triage, escalate and prioritize incoming client requests — seeing the inquiry through to successful resolution.
  • Ensure that Service Level Agreements are adhered to.
  • Participate in complex, multi-product client workflows and strategies to ensure our client expectations are exceeded.
  • Participate in an on-call rotation to handle high priority queues.

Skills & Experience

• Understanding of new fintech technologies including blockchain.
• Plus if:
  • Operations experience in a fast-paced startup environment
  • Able to communicate in a second language other than English
  • Experience with compliance, fraud, account access, trust and safety
  • Experience in analytics or quality assurance

Required

• 1-4 years in a customer support role.
• Strong problem-solving and troubleshooting skills.
• Fantastic English communication skills, both verbal and written.
• Confident, empathetic and excellent interpersonal skills.
• Experience with Help Desks and ticketing systems.
• Flexible and adaptable to meeting the evolving needs of fast paced organization undergoing tremendous growth.