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French - speaking customer support (Blockchain & Finance)
Titan Development
Abu Dhabi, UAE
Full Time
Entry
Remote
3 weeks ago
Customer SupportZendeskFrench LanguageEnglish LanguageKYC/AMLBlockchain
Free
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Customer SupportZendeskFrench Language
About the Role
Titan Development seeks a French-speaking Customer Support Specialist for a blockchain-based neo-banking app. You will handle inbound support via tickets, live chat, and email, and help shape the customer experience.
Key Skills for This Role
Customer SupportZendeskFrench LanguageEnglish LanguageKYC/AMLBlockchain
Responsibilities
- Provide high quality support via tickets, live chat, and email for users
- Help maintain and improve customer support software
- Influence the design of our customer experience
- Help define and refine our customer support processes
- Guide users through KYC verification, onboarding, payments, account issues, and transaction queries
- Strictly follow compliance procedures, particularly around account restrictions, transaction disputes, and regulatory requirements
- Create, maintain, and continuously improve help center articles in your supported languages
- Identify recurring problems and collaborate with product & engineering teams to drive root cause fixes
- Work with our AI support bot to improve automated deflection and response accuracy
- Ensure smooth shift handovers and maintain excellent team coordination
- Track, observe and analyze Customer Experience metrics to help shape the design of our product and service
Requirements
- Professional working proficiency in English (written and verbal)
- Full professional proficiency in French (written and verbal)
- Previous customer support experience in fintech, crypto, payments, or banking
- Hands on experience with helpdesk tools (Zendesk, Freshdesk, Intercom, or similar)
- Strong attention to detail and excellent written communication skills
- Availability and flexibility for shift work to cover time zones (including some evenings or weekends)
Full Job Posting
About Us
- You will be working on customer support for a modern blockchain based neo banking app.
- Exciting opportunity to work with the greatest Blockchain companies.
The Role
- As one of our first Customer Support Specialists, you will be the face of our neo banking app and the primary point of contact for our users.
- This is a fully remote position with shift based scheduling to ensure proper coverage across multiple time zones.
- High performers will have clear growth opportunities into Customer Experience Design, Service Design, and Quality Assurance roles.
What You’ll Do
- Provide high quality support via tickets, live chat, and email for users
- Help maintain and improve customer support software
- Influence the design of our customer experience
- Help define and refine our customer support processes
- Guide users through KYC verification, onboarding, payments, account issues, and transaction queries, through guides and ticket support where necessary
- Strictly follow compliance procedures, particularly around account restrictions, transaction disputes, and regulatory requirements
- Create, maintain, and continuously improve help center articles in your supported languages
- Identify recurring problems and collaborate with product & engineering teams to drive root cause fixes
- Work with our AI support bot to improve automated deflection and response accuracy
- Ensure smooth shift handovers and maintain excellent team coordination
- Track, observe and analyze Customer Experience metrics to help shape the design of our product and service
Requirements
- Professional working proficiency in English (written and verbal)
- Full professional proficiency in French (written and verbal)
- Previous customer support experience in fintech, crypto, payments, or banking
- Hands on experience with helpdesk tools (Zendesk, Freshdesk, Intercom, or similar)
- Strong attention to detail and excellent written communication skills
- Availability and flexibility for shift work to cover time zones (including some evenings or weekends depending on the assigned shift), and emergency/standby cover for critical items
Nice to have
- Experience with KYC/AML processes or compliance related support
- Familiarity with crypto wallets, blockchain transactions, or Web3 applications
- Experience writing help center or knowledge base content
- Customer experience and service design skills
- System admin technology skills
- Written and verbal working proficiency in additional languages is a considerably desirable
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