Customer Support Specialist

Who We Are

At Papel Holdings, we're not just another Fintech company. We're on a mission to revolutionize the financial landscape. From innovative banking solutions to cutting-edge digital asset products, we're transforming how people interact with money.

Our offices are strategically located in some of the world's fastest-growing industry hubs: Dubai, Vienna, and Hong Kong.

Careers at Papel suit those who want to have an impact, who are comfortable getting uncomfortable, willing to take risks and win big. We are brave, laser-focused and have high aptitude, with a little playfulness for good measure. If you're someone who thrives on high accountability, possesses a start-up spirit, and flair for industry-savvy solutions, you'll fit right in.

If this resonates with you, you'll have the opportunity to make a real impact and be part of something that's changing how we interact with money and wealth.

POSITION OBJECTIVE

We are seeking a highly motivated and customer-oriented Customer Support Specialist to join our team in Dubai. This individual will be the primary internal point of contact for all customer service matters, ensuring exceptional support for the business. The ideal candidate will possess a strong understanding of FinTech, particularly in the Digital Assets and Digital Banking space, and have proven experience in managing internal and/or external customer support teams.

Responsibilities

1. Oversee and manage a team of external customer support agents, providing guidance, training, and performance feedback.
2. Respond to customer inquiries via phone, email, or live chat in a professional and timely manner.
3. Troubleshoot and resolve technical issues related to products or services.
4. Develop and maintain a comprehensive knowledge base and FAQ resources.
5. Document customer interactions, feedback, and issues in the CRM system.
6. Follow up with customers to ensure their issues are resolved and they are satisfied with the support provided.
7. Maintain a high level of product knowledge to offer accurate and helpful solutions.
8. Collaborate with internal teams to resolve complex issues or provide product improvements.
9. Handle customer complaints with empathy and a solution-oriented mindset.
10. Continuously strive to improve customer satisfaction and service quality.
11. Generate regular reports on customer support metrics, including ticket volume, resolution time, and customer satisfaction.
12. Provide insights and recommendations to improve customer support efficiency and effectiveness.
13. Act as the voice of the customer within the company.

Requirements

1. High school diploma or equivalent (Bachelor's degree preferred).
2. Proven experience in managing and mentoring customer support teams, including external agents.
3. Proven customer support experience or related field.
4. Excellent verbal and written communication skills.
5. Fluency in English is required; additional languages are a plus.
6. Strong problem-solving skills and attention to detail.
7. Ability to work independently and as part of a team.
8. Familiarity with CRM systems and customer support software.
9. Ability to multitask and manage time efficiently.
10. Positive attitude and patience in dealing with customer concerns.

Benefits

1. Competitive pay.
2. Discretionary bonus.
3. Comprehensive Healthcare.
4. Generous time off policies.