Join the Customer Experience team in Dubai as the front line for traders moving across crypto, stocks, forex, commodities and pre-IPO markets that never close. You will be the person users reach when a deposit, order or withdrawal needs explaining, and the one who turns a confusing moment into a resolved one. This is hands-on, in-office work on a platform we have been building since 2018.
This role is based in our Dubai office and forms part of our operations across Middle East & Africa. You will work to Dubai market hours and support the international order flow connected to the the UAE market.
About CoinUnited.io
CoinUnited.io is a crypto-powered trading platform, building since 2018, with teams across 10 countries. We give traders one account to reach global markets around the clock: crypto, stocks, indices, forex, commodities and pre-IPO.
What you'll do
- Respond to user questions across live chat, email and social channels with accurate, easy-to-follow answers.
- Help traders understand deposits, withdrawals, orders, leverage and account access, and walk them through fixes step by step.
- Diagnose issues, reproduce what the user is seeing, and escalate cleanly to risk, dealing or engineering with the detail those teams need.
- Track each conversation through to resolution so nothing is dropped during round-the-clock market hours.
- Spot recurring questions and pain points, and share that signal with product and operations to reduce future tickets.
- Keep help articles, canned responses and internal notes current as products and features ship.
What success looks like
In your first six months
- You handle the core support queues independently, resolving common issues without needing to escalate.
- You consistently meet the team response time and customer satisfaction targets across chat, email and social.
- You have flagged at least a few recurring user problems that led to a fix, a clearer help article or a process change.
What you'll bring
Must-have
- Clear, warm written communication and the patience to explain things simply under pressure.
- Comfortable working in a fast-moving, 24/7 environment, including some shift coverage across evenings, weekends or holidays.
- Strong attention to detail and the discipline to follow a problem through to resolution.
- Fluent written English, with additional languages a real plus given our global user base.
Nice-to-have
- Familiarity with crypto, trading platforms or financial products.
- Experience with help desk or ticketing tools such as Zendesk or Intercom.
- Comfort reading basic logs or transaction records to investigate an issue before escalating.
Why join us
- Real ownership from day one, with small teams and fast decisions.
- Front-row exposure to 24/7 global markets at a fast-growing platform.
- An international team across 10 countries.
- Pay benchmarked to your local market, reviewed as you grow.
The essentials
- In-office in Dubai. Full-time. Customer Experience team.
- We hire for potential. If this role excites you and you meet most of the requirements, we want to hear from you.
- Our process: apply, a short intro call, a practical task or interview, and a final conversation with the team.
Dubai