Customer Support Representative - FX

Role overview

We are hiring a steady, professional Customer Support Representative to manage client queries, monitor transactions, and handle day-to-day operational work during standard business hours. This position suits someone who stays calm in pressured situations, can diffuse tense conversations, and is comfortable working independently while coordinating with an in-office team.

What you will do

• Handle customer questions through live chat and email promptly and with a professional tone during scheduled shifts.
• Investigate and resolve concerns tied to deposits, withdrawals, account access, and trading activity.
• Track live system notifications and operational dashboards, then route urgent matters to the correct internal team.
• Carry out routine operations tasks such as KYC checks, transaction reviews, and account maintenance updates.
• Spot and report abnormal or potentially suspicious behavior, including unauthorized withdrawal requests or changes to wallet addresses, in line with internal procedures.
• Keep clear and accurate logs of customer communications, resolutions, and any follow-up actions.
• Work closely with other on-site support colleagues and related departments so cases are handed over smoothly between shifts.
• Remain current on product changes, policies, and security processes so clients receive correct information.
• Manage difficult or frustrated customers with patience, empathy, and a practical, solution-focused approach.

Required profile

• Background in customer support, operations, onboarding, or a similar role, ideally within fintech, trading, or financial services.
• Strong English communication skills, both written and spoken.
• Availability to work on-site during regular shifts.
• Dependable attendance and punctuality, with consistent shift adherence.
• Ability to take responsibility for tasks and complete them without repeated follow-up.
• Clear, professional communication with customers and internal stakeholders.
• Team-oriented approach with the ability to support smooth shift transitions.
• Stable, composed, and professional performance over time.
• Good problem-solving ability with a careful eye for detail.
• Working knowledge of cryptocurrency, forex, or payment workflows is an advantage.
• Experience using support platforms such as Zendesk or a similar CRM system.

Additional details

This is a full-time, on-site role based in Dubai, United Arab Emirates. The role involves regular business-hour coverage and requires someone who can work independently while also coordinating effectively with the on-site team.

Work style expectations

The ideal candidate remains composed under pressure, communicates professionally, and consistently follows through on responsibilities with minimal supervision.