Senior Customer Support Representative

About the role

Join DDSC, a dirham‑backed stablecoin platform, as a Senior Customer Support Representative. You will be the primary point of contact for both customers and institutional partners, ensuring their inquiries and issues are resolved efficiently within a regulated digital finance environment.

Key responsibilities

• Manage customer and institutional partner enquiries, complaints, and escalations.
• Handle transaction and operational support requests.
• Ensure timely and accurate resolution within agreed SLAs.
• Coordinate with Operations, Technology, Compliance, Risk, Finance, and Product teams.
• Maintain accurate case documentation and support process improvements.
• Assist with mentoring junior team members and handling high‑priority cases.

Required profile

• Minimum 6 years of experience in Customer Support, Customer Service, or Client Services.
• Experience in banking, fintech, payments, digital assets, crypto exchanges, or other regulated environments preferred.
• Excellent written and verbal English communication; Arabic is a plus.
• Bachelor's degree in business, finance, banking, communications, operations, or related field, or equivalent experience.

Required skills

• Zoho Desk
• Zendesk