RH-002-012
Position Title: Customer Service Manager
Company: McCoin Virtual Assets LLC
Reporting to: Chief Operations Officer
Location: Dubai Office Based
Job Summary:
The Customer Service Manager plays a vital role in delivering an exceptional client experience and maintaining McCoin Virtual Assets commitment to excellence and regulatory compliance. The position leads the customer service operations and ensures that all customer interactions reflect the company's professionalism and trust.
The role will own end-to-end client support across live chat, email, voice, and social, ensuring accurate, compliant, and empathetic responses while driving service quality and continuous improvement.
Key Responsibilities
- Handle and supervise multi-channel inquiries via CRM/ticketing.
- Resolve complex/escalated cases in coordination with Compliance, Risk, Ops, and Tech.
- Ensure communications align with regulatory and brand tone; log and report incidents.
- Build and maintain knowledge base/FAQs and macro replies.
- Track CSAT/NPS, first-response time, resolution time; deliver monthly reports.
- Coach junior agents; plan shift schedules for 24/7/priority coverage.
Required Qualifications:
- Bachelor's in Business/Finance/Communications or related.
- 3+ years in customer support (fintech/crypto/banking preferred).
- Experience in a regulated crypto exchange or financial institution.
- Understanding of trading flows, wallets, deposits/withdrawals, and L1/L2 basics.
- Proven record improving KPIs (CSAT, FRT, ART) and reducing repeat contacts.
Core Competencies:
- Strong written/verbal English; Arabic is a plus.
- Proficiency with CRM tools.
- Familiarity with VARA standards, KYC/AML, and incident reporting (advantage).
- Calm under pressure; excellent problem-solving and communication.
- Flexibility for shifts/weekends if needed.
Compensations and Benefits:
- Working Hours: Mondays to Fridays from 9AM to 5PM
- Airticket: Per Annum
- Medical Insurance: Comprehensive Insurance
- Annual Leave: after completion of 1 year in service
- Salary: To be discussed
