Customer Support Specialist

Job Description:

Customer Support Specialist 

Location

: Bahrain

About ATME:

ATME is a blockchain-based platform specializing in the tokenization of real-world assets (RWAs), including commodities, private debt, and private equity. We offer a compliant and efficient solution for capital raising, while providing investors with access to high-quality alternative investments. ATME is licensed by the Central Bank of Bahrain (CBB).

The role overview:

The Customer Support Specialist is responsible for processing, qualifying, and engaging with all incoming leads generated across ATME's client acquisition channels. Your primary focus is to verify whether each lead is a genuine prospective investor who understands the basics of alternative investments and has the intent and financial capacity to invest.

You will guide clients through onboarding, explain the platform clearly and compliantly, support them with KYC, and ensure they are fully prepared to interact with investment products. Only highly qualified and promising leads will be forwarded to Business Development — ensuring strong lead quality and efficient use of commercial resources.

Because ATME is establishing this function for the first time, the role provides meaningful potential for professional development into senior onboarding, client support, business development, or operational leadership.

Key Responsibilities:

Lead Qualification & Investor Verification

• Engage with all incoming leads generated from marketing activities, website registrations, campaigns, events, and referral channels.
• Verify investor intent, investment knowledge, alternative asset familiarity, and financial capacity.
• Conduct structured qualification calls and chats to ensure prospects understand ATME's offering and the nature of alternative investments.
• Identify unqualified, misaligned, or fraudulent leads early and filter them out.
• Forward only verified and high-potential prospects to Business Development.

Client Onboarding & KYC Support

• Guide clients through account setup, KYC documentation, verification, and platform navigation.
• Collaborate with the Compliance team to ensure complete, accurate, and compliant onboarding files.
• Explain regulatory requirements and tokenized product concepts clearly and accurately.
• Track onboarding progress and proactively follow up to drive completion.

Client Support & Service Delivery

• Provide timely support via chat, email, phone, and WhatsApp.
• Clarify client intentions, goals, and level of investment understanding.
• Assist with technical questions and help users navigate the platform.
• Maintain a high standard of communication and problem resolution.
• Escalate suspicious or unusual behaviour to Compliance.

Data & CRM Management

• Document all interactions in the CRM accurately and consistently.
• Update lead statuses, onboarding stages, and client notes.
• Maintain CRM discipline and support the development of scripts and workflows.
• Help improve conversion funnels by ensuring smooth and timely follow-up processes.

Cross-Functional Collaboration

• Work with Marketing to provide insights on lead quality and campaign effectiveness.
• Collaborate closely with Compliance, Business Development and Product to ensure a smooth and consistent client experience.

Continuous Improvement

• Recommend improvements to onboarding flows, FAQs, scripts, and internal processes.
• Help document best practices as the function grows.
• Contribute to building a scalable and efficient client support capability inside ATME.

Qualifications:

Required

• 2–5 years of client support experience in financial services, fintech, investment platforms, or crypto exchanges.
• Understanding of investment products, onboarding processes, and client lifecycle fundamentals.
• Fluent Arabic and English communication skills are a must.
• Strong attention to detail and accuracy in documentation and CRM work.
• Ability to manage multiple tasks and deliver under pressure.
• Excellent interpersonal, listening, and communication abilities.
• Client-centric mindset with strong service orientation.

Nice to have

• Experience with affluent or HNW clients.
• Familiarity with blockchain, tokenization, or digital asset exchanges.
• Experience in a startup or fast-scaling environment.

Why Join ATME?

• Be part of a pioneering company in the blockchain and asset tokenization space.
• Work in a dynamic and innovative environment with a talented team.
• Opportunity to make a significant impact on the company's growth and success.
• Competitive salary and benefits package.

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