Senior Customer Support Representative

Organization Overview

DDSC is a stablecoin supported by the dirham and established by IHC, Sirius International Holding, and First Abu Dhabi Bank (FAB). It is regulated and authorized by the Central Bank of the UAE, focusing on innovative digital finance solutions. DDSC facilitates secure digital payments, settlements, treasury operations, and various financial services for institutional clients in a rapidly evolving and collaborative environment blending finance, technology, and regulation.

Key Responsibilities

• Address inquiries, complaints, and escalations from customers and institutional partners efficiently.
• Manage transaction support and operational requests with precision.
• Ensure all issues are resolved promptly within established service level agreements (SLAs).
• Collaborate with departments such as Operations, Technology, Compliance, Risk, Finance, and Product to provide comprehensive support.
• Document cases meticulously and contribute to continuous process improvements.
• Provide guidance and support to junior team members and oversee high-priority cases.

Candidate Requirements

• Minimum of six years’ experience in Customer Support, Client Services, or Customer Service roles.
• Prior experience in regulated sectors including banking, fintech, payments, digital assets, or cryptocurrency exchanges is preferred.
• Proficiency with CRM and customer support software such as Zoho Desk, Zendesk, or comparable platforms.
• Strong skills in complaint resolution, case management, escalation procedures, and SLA adherence.
• Exceptional proficiency in written and spoken English; knowledge of Arabic is a valuable addition.
• Effective analytical abilities coupled with excellent problem-solving and communication skills.
• Bachelor’s degree or equivalent qualification in Business, Finance, Banking, Communications, Operations, or related disciplines.