Community Manager & Customer Support Specialist

About the role

We are seeking a dynamic Community Manager & Customer Support Specialist to be the voice of our fintech platform. The role combines community engagement across social channels with handling support tickets, ensuring users receive timely and professional assistance.

Key responsibilities

• Manage and grow our community on platforms such as Telegram, Discord, and Twitter/X.
• Respond to customer support tickets promptly, clearly, and professionally.
• Act as the bridge between users and internal teams, flagging recurring issues and feedback.
• Create and moderate community discussions, announcements, and engagement content.
• Handle user complaints and questions calmly, even during high‑pressure or high‑volume periods.
• Help build FAQs, help‑center content, and support documentation over time.

Required profile

• Proven experience managing online communities (Telegram, Discord, Twitter/X, or similar).
• Proven experience handling customer support tickets using helpdesk tools.
• Excellent written and verbal communication skills in English.
• A calm, patient, and professional demeanor, especially with frustrated users.
• Comfortable working across time zones with a distributed team.
• Fluency in Arabic or French is a strong plus.
• Basic understanding of fintech, crypto, or digital payments is a plus.

Required skills

• Zendesk
• Intercom
• Freshdesk
• Telegram
• Discord
• Twitter/X