Customer support team leader
Our client is a globally recognised CFD and forex broker, regulated by multiple international financial authorities. Founded in Australia, the company now operates worldwide and serves millions of users across mobile, desktop, and web platforms. Its proprietary, all-in-one trading platform provides real-time market data, analysis, and advanced risk-management tools within a user-focused FinTech environment.The Cyprus office is expanding rapidly, offering strong opportunities for career growth within a collaborative and supportive team.Role SummaryOur client is seeking an experienced Customer Support Team Leader to join their Limassol office. This role involves leading and supporting a team of agents, managing escalated customer issues, and ensuring consistently high service standards across all communication channels.Job ResponsibilitiesLead and develop a high-performing EU customer support team through coaching, performance management, and skills developmentOversee daily operations while maintaining exceptional service standards and achieving KPIs including customer satisfaction, response times and resolution ratesResolve escalated issues promptly while collaborating cross-functionally to ensure compliance with company policies and regulatory requirementsBuild team capability through recruitment support, onboarding, training programs, and regular performance reviewsEngage with customers directly via multiple channels such as live chat, telephone and email, ensuring responsive and professional supportFoster a customer-centric culture that prioritizes service excellence and continuous improvementOptimize processes by analyzing performance data, updating procedures, and implementing tools that enhance service deliveryAnticipate potential challenges and proactively develop solutions to prevent service disruptionsRequirements3+ years of experience in a similar role in a CySEC or similar EU-regulated CFD/Forex broker or investment firmStrong understanding of CFD products, financial markets, and trading mechanicsExcellent leadership and people management skillsExperience managing a remote teamFluent in English, additional languages are a plusStrong analytical and problem-solving skillsProficiency in CRM systems, support tools and Microsoft OfficeCollaborative team player with ability to work across departmentsWhat You Can Look Forward To:Be part of a dynamic and multi-cultural teamCareer growth opportunities with global officesCompetitive salaryPerformance-based bonusPrivate medical insuranceEducation subsidy & fully paid study LeaveFitness membership allowance21 days of annual leave increasing every yearBirthday LeaveSick LeaveWork from Home PolicyBi-Weekly Lunch
Golden Careers Recruitment,
10.02.2026 18:13,
Limassol, Limassol - Agia Zoni
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