Customer Support Specialist

The Customer Support Agent is the frontline representative responsible for delivering exceptional service to online users. This role ensures smooth experiences, assists with crypto and fiat transactions, supports retention initiatives, and upholds trust with customers in diverse markets across Asia.

We are looking for Customer Support Agents - Vietnamese to be based in Dubai that will help us provide top tier customer experience, whilst having full expertise on the company's products, services, procedures and guidelines.

Customer Communication & Support

• Respond to customer inquiries via live chat, email, WhatsApp, Telegram, or in-app messaging.
• Provide fast, accurate responses about products, promotions, deposits, withdrawals, and account status.

Crypto & Payment Assistance

• Guide customers through crypto deposits and withdrawals, including wallet transfers, transaction confirmations, and gas fee issues.
• Assist with e-wallet and local payment options popular in Asian markets.
• Monitor and report any failed or delayed transactions.

Promotion Queries & Customer

• Explain terms of promotions, and VIP rewards to increase customer engagement and retention.
• Identify at-risk or dissatisfied users and elevate to VIP/Retention team.
• Identify signs of abuse and follow escalation protocols.
• Flag suspicious accounts for potential fraud, bot use, or abuse.
• Support KYC verification processes where required.

Operational Excellence

• Follow scripts and SOPs while maintaining a warm, friendly tone.
• Log, categorize, and resolve tickets effectively.
• Provide feedback on recurring issues to improve the platform.

Experience & Background Required

• Fluent level of English (spoken and written) + Vietnamese
• Basic understanding of crypto wallets, exchanges, and blockchain transactions
• Ability to guide users step-by-step through issues

If you think this is the right opportunity for you, don't hesitate to hit the apply button and send us your application. We will be in touch!