Concierge & Support Lead
Company:CreateIT
Location:United Arab Emirates
Languages:English, Spanish, Portuguese
Seniority level:Lead
Skills:
LeadershipBlockchainProduct ManagementCross-functional Team LeadershipOperations ManagementCommunication SkillsProblem SolvingCustomer serviceMentoringTeam managementExcellent communication skillsFluency in EnglishTroubleshootingClient relationship managementTechnical supportCustomer support
Requirements:
Fluent in English (Spanish + Portuguese as a plus) Experience in customer support or community management (fintech, crypto, travel — a plus) Ability to quickly understand fintech and DeFi products Comfortable working in a fast-paced startup environment with high responsibility Outstanding communication skills and emotional intelligence Ability to work autonomously and lead an entire function independently
Responsibilities:
Communicate with users across chat, email, and social support in English (Spanish and Portuguese) Manage the premium Concierge service for Gold/Platinum Club members Resolve complex cases involving cards, transactions, KYC, Borrow Mode, and Savings Hub Build support systems and workflows — macros, SLAs, prioritization rules, knowledge base Collaborate with product and tech teams: bug reporting, feedback loops, improvement proposals Define and refine the support tone-of-voice: fast, professional, premium Train and onboard future team members (1–3 people as the service scales) Provide personalized service to VIP clients and resolve issues quickly and proactively
