Client Success & Trading Support Analyst
Location: Dubai, UAE
About CoinRoutes Inc.
CoinRoutes Inc. is a leading provider of smart-order routing and algorithmic trading tools for crypto-assets, offering our clients a high-performance, algorithmic trading solution and unparalleled customer support. We work with some of the largest crypto funds and trading firms, building lasting relationships through one-on-one interactions, rapid response times, and high-touch client service. We’re looking for an exceptional individual with a finance background who can enhance our client relationships while providing technical support in a dynamic, fast-paced environment.
Position Details
The Trading Support & Client Relationship role will serve as the primary point of contact for both technical support and relationship management, ensuring that clients receive seamless service, technical expertise, and support tailored to their needs. This role requires relocation to Dubai, UAE, and previous experience in the finance or crypto industry.
Responsibilities
- Client Interaction & Relationship Management:
- Serve as a key contact for clients, responding to inquiries and providing proactive assistance through email, Slack, Telegram, phone, email, and other channels.
- Establish and maintain strong client relationships, understanding their specific needs to provide customized support and advice.
- Conduct one-on-one client consults to demonstrate and explain available order algorithms and parameters, addressing questions about trading strategies and technology.
- Technical Support & Troubleshooting:
- Act as the first line of support for technical issues, troubleshooting and resolving client issues related to the front-end UI, API connectivity (REST, WebSocket, FIX), and backend systems.
- Document issues comprehensively, following tickets through to resolution and escalating complex issues as needed.
- Collaborate with internal teams, including development and sales, to communicate client feedback and help refine products and services.
- Product Knowledge & Client Education:
- Educate clients on CoinRoutes products, including algorithmic suites and trading parameters, to enhance their understanding and effective use of our tools.
- Stay updated on cryptocurrency trading and financial markets to provide valuable insights and guidance to clients.
- Assist with quality-assurance testing, contributing to a collaborative and supportive team culture.
Requirements
- 2-4 years of experience in finance, crypto, or a related field with an understanding of trading products (spot trading, derivatives, futures).
- Willingness to relocate and work in our Dubai office in person.
- Excellent interpersonal and communication skills with the ability to provide high-touch client service.
- Technical troubleshooting skills related toAPIs (REST, WebSocket, FIX), and system logs.
- Strong organizational and multitasking abilities to meet deadlines and follow structured procedures.
- Adaptability and a proactive approach in a fast-evolving technology environment.
Preferred Qualifications
- Experience with algorithmic trading desks, trading technology firms, or financial markets.
- Self-starter with the ability to operate independently while supporting team objectives.
- Capacity to build lasting client relationships through responsive and personalized support.
- Willingness to travel occasionally for client meetings and conferences.