CRM & Customer Operations System Administrator

Position Title: CRM & Customer Operations System Administrator

Company: McCoin Virtual Assets LLC

Reporting to: CX Lead /Manager

Job Summary:

McCoin is seeking a technically capable and customer-focused CRM Administrator to lead the configuration, implementation and ongoing administration of our customer service CRM and omnichannel support platform(s). The role is focused primarily on implementing and optimizing the systems used by

The successful candidate will have hands-on experience with platforms such as Freshdesk and in-house built CRM requiring advanced workflow configuration, automation logic, ticket routing, customer support integrations and omnichannel service operations.

Key Responsibilities:

• Configure, administer, and continuously improve the company’s customer-service CRM and omnichannel support platforms.
• Manage ticket fields, forms, statuses, queues, user roles, permissions, workflows, routing rules, automations, SLAs, and escalation paths.
• Implement appropriate role-based access controls and ensure confidential customer information is handled securely.
• Test, document, and obtain approval for system changes before production deployment.
• Regularly audit CRM workflows to prevent duplicate tickets, routing loops, conflicting automations, and obsolete rules.
• Troubleshoot user-access, routing, automation, reporting, and system-integration issues.
• Support CRM integrations using APIs, webhooks, native applications, or integration platforms.
• Support chatbot workflows and human-agent escalation while preserving customer information and conversation history.
• Monitor chatbot and AI performance and ensure automated responses follow approved CX, Compliance, and company policies.
• Develop operational dashboards and reports to monitor service levels, ticket volumes, resolution times, and customer-service performance.
• Collaborate with CX, Operations, Product, Development, Compliance, and Information Security teams to improve customer journeys.
• Prepare user guides and system documentation and provide training to agents, team leaders, and other stakeholders.

Required Qualifications

• Bachelor’s degree in Information Systems, Computer Science, Business Technology, or a related field, or equivalent professional experience.
• At least three years of hands-on experience administering a customer-service CRM, helpdesk, or omnichannel support platform.
• Administration experience with Freshdesk/Freshworks, Zendesk Suite, Intercom, or a comparable CRM platform.
• Strong understanding of ticket lifecycles, customer-service operations, escalation paths, routing, and service-level management.
• Proven ability to configure advanced workflows, triggers, automations, queues, forms, custom fields, SLAs, and escalation rules.
• Experience integrating CRM platforms with external systems through APIs, webhooks, or native applications.
• Experience developing operational dashboards and customer-service performance reports.
• Strong troubleshooting, root-cause analysis, documentation, and change-management skills.
• Ability to work effectively with both business and technical teams.
• Strong written and verbal English communication skills, with high attention to detail.

Required Competencies

• Systems thinking and customer-focused workflow design.
• Technical problem-solving and root-cause analysis.
• Strong process discipline for testing, approvals, documentation, and production changes.
• Cross-functional communication and collaboration.
• Ownership, risk awareness, and commitment to continuous improvement.

Preferred Qualifications

• Experience in cryptocurrency, virtual assets, fintech, banking, payments, or another regulated financial-services environment.
• Familiarity with crypto customer-support scenarios involving wallets, deposits, withdrawals, transaction hashes, blockchain confirmations, network selection, and account-security incidents.
• Understanding of UAE data-protection, information-security, data-residency, and virtual-asset regulatory expectations.
• Familiarity with SQL and business-intelligence tools such as Power BI, Tableau, or Looker.

Skills & Competencies

• Experience working in cryptocurrency, virtual assets, banking, payments, fintech or another regulated financial-services environment.
• Familiarity with crypto customer-support scenarios such as wallet addresses, blockchain confirmations, transaction hashes, network selection, deposits, withdrawals and account-security incidents.
• Understanding of UAE data-protection, information-security and virtual-asset regulatory expectations.
• Experience assessing or implementing CRM solutions with UAE data-residency requirements.
• Familiarity with SQL, data visualization or business intelligence tools such as Power BI, Tableau or Looker.

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: AED 6000 to AED 8000

Pay: AED6,000.00 - AED8,000.00 per month

Application Question(s):

• What CRM software are you familiar?
• Experience in configuration of CRM, and building it some structures from scratch on ticketing workflows, automation, queues, and routing

Work Location: In person