Customer Support Manager

About the Role

Bitfunded is seeking a proactive and highly organized Customer Support Manager to join its Dubai-based team in a remote capacity. The role is best suited to someone who enjoys managing people, refining processes, and consistently delivering excellent customer service in a fast-moving environment.

You will be responsible for overseeing a worldwide support operation and maintaining strong service quality across a 24/7 setup. A key part of the role will be improving workflows, documentation, and automation while working closely with Operations, Marketing, and Leadership to strengthen customer satisfaction and support business growth.

Experience with crypto and trading is mandatory.

Key Responsibilities

• Manage and support a remote customer support team of three people spread across multiple countries and time zones.
• Keep the 24/7 support operation running smoothly while meeting service quality and response-time expectations.
• Handle day-to-day support activity in Zendesk, including ticket queues, workflow setup, automations, and reporting.
• Own the GitBook knowledge base and keep all customer-facing and internal documentation current and accurate.
• Improve and maintain the AI chatbot so it enhances the customer experience and lowers ticket volume.
• Oversee the company’s Trustpilot presence, including responding to reviews and supporting reputation management efforts.
• Track team output, give coaching and feedback, and support ongoing professional development.
• Run online interviews with successful customers and turn those conversations into marketing content and testimonials.
• Partner with Marketing and Operations to gather customer insights and improve communication approaches.
• Review support data, spot patterns, and implement practical process improvements.
• Create, update, and enforce SOPs, internal resources, and support best practices.
• Take ownership of escalated customer issues and resolve them professionally.

Requirements

• Hands-on experience in crypto and trading is required.
• Prior background leading Customer Support or Customer Success teams.
• Strong working knowledge of Zendesk and customer support operations.
• Experience managing remote teams across different geographies and time zones.
• Good understanding of cryptocurrency, fintech, and/or trading environments is essential.
• Excellent English communication skills, both written and spoken.
• Strong planning, analysis, and problem-solving skills.
• Ability to juggle multiple priorities and stay effective under pressure.
• Experience building and maintaining knowledge-base content.
• A customer-first approach, along with leadership and coaching capability.
• Comfortable adapting quickly to feedback and shifting priorities.
• Basic familiarity with Notion for task tracking, documentation, and collaboration is an advantage.
• Experience with AI chatbots, support automation, and workflow optimization is preferred.
• Experience conducting customer interviews or testimonial sessions is preferred.
• Familiarity with Trustpilot management, customer satisfaction metrics, KPIs, and support analytics is preferred.

Why Join Us

• Be part of a rapidly growing fintech and trading business.
• Work closely with leadership and cross-functional teams.
• Enjoy a high degree of ownership in shaping the customer experience.
• Join a fast-paced, execution-focused culture.
• Gain exposure to global customers, new technologies, and international operations.

Additional Information

This position is based in Dubai, Dubai, United Arab Emirates and is offered as a full-time remote role. No salary, stipend, number of openings, start date, or application deadline were specified in the source.