Customer Support Operator with Arabic and English

📋 Description

• • Be the first point of contact for thousands of traders across the MENA region who rely on Quadcode’s award-winning SaaS trading platform every day. You will handle real-time inquiries via live chat, email, and social messaging in both Arabic and English, ensuring every user feels heard, valued, and empowered to trade with confidence.
• • Own the full customer journey—from greeting new registrants to guiding seasoned traders through advanced features—by delivering clear, accurate, and jargon-free explanations of our products, margin rules, deposit/withdrawal flows, and risk-management tools.
• • Resolve technical and account-related issues within industry-leading response times (first-reply < 2 min, resolution < 30 min) while maintaining a 95 %+ CSAT score. You’ll document every interaction in our CRM so that product, compliance, and engineering teams can turn recurring pain points into roadmap improvements.
• • Monitor regional market hours (GMT+3, Cyprus time) on a 5-days-on / 2-days-off rotation, ensuring seamless coverage during peak trading sessions. You will proactively flag market anomalies, platform latency, or regulatory announcements that could affect clients and coordinate with on-call engineers and dealers for instant fixes.
• • Contribute to our multilingual knowledge base by drafting Arabic and English FAQ articles, video scripts, and canned responses that reduce ticket volume and empower self-service. Your content will be reviewed by native speakers and compliance officers to maintain brand tone and regulatory accuracy.
• • Collaborate daily with the Revenue, Product, and Marketing squads to surface customer insights that drive upsell campaigns, new feature launches, and localized promotions. Last quarter, support-driven feedback increased deposit conversion by 18 % in Arabic-speaking markets—you’ll help us beat that record.
• • Participate in weekly skill labs where we dissect complex cases, share trading-industry updates, and rehearse empathy techniques. You’ll also receive sponsored access to Coursera, Udemy, and Harvard Online courses so you can deepen your fintech expertise and chart a path toward senior support, QA, or product roles.
• • Champion a “customer-first” culture across our 500-person global team by presenting monthly Voice-of-Customer reports to executives, spotlighting wins, and proposing data-backed improvements. Your voice directly influences product roadmaps and company strategy.
• • Uphold strict confidentiality and regulatory standards (CySEC, FCA, and emerging MENA frameworks) when handling KYC documents, withdrawal requests, and sensitive trading data. You will complete quarterly compliance refreshers and help audit chat logs to ensure we exceed industry benchmarks.