Oversee day-to-day customer support operations across phone, chat, and email

Lead, coach, and develop team members to deliver exceptional service

Track and analyse support KPIs to monitor team performance and service quality

Leverage client-related data and support trends to deliver actionable insights and improve processes

Prepare regular reports and summaries for management, highlighting key activities and areas for improvement

Handle escalated or complex client issues with professionalism and care

Drive improvements to internal workflows, policies, documentation, and tools

Collaborate with other departments to ensure a consistent and seamless client experience

What We’re Looking For

Experience managing or leading customer support teams, ideally in financial services or fintech

Knowledge of trading platforms and products (e.g. Forex CFDs) and customer onboarding processes

Strong problem-solving and conflict resolution skills

Excellent communication and interpersonal skills

Excellent verbal and written English

A hands-on leader who thrives in fast-paced environments and enjoys developing people

Data-driven approach with an eye for continuous improvement