Institutional Customer Support Specialist (Arabic Speaking

Hash Key Group is a leading end-to-end digital asset financial services group in Asia, headquartered in Hong Kong with a global footprint in Singapore, Tokyo, Bermuda, and beyond. We build the future of Web3 finance through regulated and compliant services.

We are seeking a highly motivated and adaptive Institutional Customer Support Specialist (Arabic Speaking) to join our global service team. In this role, you will be the key liaison for our institutional and high-net-worth clients in the Arabic-speaking markets. You will own client relationship maintenance, complex ticket resolution, and collaborate cross-functionally to deliver seamless, top-tier client experiences.

• Relationship Management:
  Proactively maintain and deepen relationships with institutional clients, ensuring premium, high-touch support.
• Ticket Follow-up & Resolution:
  Monitor, track, and drive end-to-end resolution of client issues/tickets, securing timely replies and meeting service SLAs.
• Feedback Loop & Escalation:
  Gather structural feedback from clients on product usability; synthesize and elevate high-value insights to Product and Operations teams for optimization.
• Cross-functional Coordination:
  Collaborate with Tech, Risk, Compliance, and Product units to orchestrate fast, high-quality solutions for sophisticated client queries.

• Language Proficiency:
  Arabic speaker with smooth, professional English communication skills (working language).
• Industry
  
  Experience:
  
  Prior experience in the Crypto, Web3, or Fintech industry is highly preferred.
• AHA Model (Adaptability, High-Potential, Ambitious):
  Proactive self-starter with a strong drive to learn and master complex Web3 products and tools.
• Team Player & Explorer:
  Passionate about charting new territories in Web3, resilient under pressure, and an excellent collaborative team player.