Customer Support, Remote

Remote, Worldwide

Hoddle is a leading digital asset technology platform providing fully insured storage deep-cold storage for crypto assets.

Department:          Operations Management

Role:                          Customer Support

Location(s):             Dubai, United Arab Emirates

Remote:                   Yes

Time:                         Full-time or Contract


  • 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


  • 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.