Client Support Agent - Arabic & English - ING410

At INGOT, we believe in building high-performing teams where everyone is in the right seat – not just filling a role, but thriving in it. Our approach emphasizes in getting the right people in the right positions to drive business growth and success.

Here’s what that means for YOU:

You’ll excel at what you do because you’re in a role that aligns with your skills and passions

You’ll be aligned with our core values - High Ethics, Commitment and Innovation – we’re looking for team members who get it, want it, and have the capacity to do it

We want you to thrive in an environment where your contributions matter, and you can make an impact on our mission.

If you’re a high-energy, results-driven professional who’s ready to take on a role that matches your expertise and values, we’d love to connect! Check out the details below and see if this is the right fit for you.

Purpose of Role/Summary:

To act as the "First Line of Defense" for the client base. You will handle inbound inquiries via Live Chat and Email, resolving 80% of issues (Login, Funding, Verification, Platform) on the first contact using established SOPs. You deliver a premium, personalized experience to Arabic-speaking clients while maintaining strict operational compliance.

Main Activities and Responsibilities:

Inbound Response: Handle daily volume of Live Chats and Tickets within SLA (response time < 60s for chat)

Account Troubleshooting: execute Level 1 SOPs for Password Resets, Deposit Declines, and Withdrawal Status queries

Platform Support: Assist clients with Webtrader login errors, platform navigation, and basic trade inquiries (e.g., "Why was my trade closed?”)

KYC Assistance: Explain rejection reasons to clients clearly in Arabic to help them get verified faster

Escalation: Triage technical bugs to the Tech Lead and complex complaints to Compliance

Translation: Assist in localizing Help Center articles and macro templates into Native Arabic

Communicate effectively and professionally with clients via email, live chat, and tickets

Support the onboarding process for new clients and update existing client accounts as needed

Verify and monitor KYC documentation for new clients and collaborate with compliance to resolve discrepancies

Maintain accurate records of client interactions and KYC approvals

Process manual transactions (creating and/or reassigning)

Engage with assigned clients proactively to address their needs and ensure satisfaction

Collaborate with the Team Leader to implement strategies for retaining valuable clients

Adhere to any requests related to the above points while upholding the company’s values

Required Skills & Experience:

1–3 years experience in Customer Support (Forex/Fintech experience is a major plus)

Native Arabic and Fluent English (Written & Spoken) are essential, any additional language would be considered an advantage

Comfortable using ticketing systems (e.g., Zendesk) and Proprietary Webtraders/Trading Platforms

High emotional intelligence, patience, and the ability to simplify complex financial terms for beginners

Willingness to work on a rotating shift schedule (including evenings)

Further Info: 

Working hours are Rotating Shifts

The role is Fully Remote if outside Amman, Jordan/On-Site if in Amman, Jordan. 

Friendly and fun working environment

18+ days annual leave entitlement (Jordan) 

Flexitime (Subject to shift schedule)

A competitive compensation package which includes great benefits

Monthly social activities