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 Summary
Our 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 Responsibilities
Lead and develop a high-performing EU customer support team through coaching, performance management, and skills development
Oversee daily operations while maintaining exceptional service standards and achieving KPIs including customer satisfaction, response times and resolution rates
Resolve escalated issues promptly while collaborating cross-functionally to ensure compliance with company policies and regulatory requirements
Build team capability through recruitment support, onboarding, training programs, and regular performance reviews
Engage with customers directly via multiple channels such as live chat, telephone and email, ensuring responsive and professional support
Foster a customer-centric culture that prioritizes service excellence and continuous improvement
Optimize processes by analyzing performance data, updating procedures, and implementing tools that enhance service delivery
Anticipate potential challenges and proactively develop solutions to prevent service disruptions
Requirements
3+ years of experience in a similar role in a CySEC or similar EU-regulated CFD/Forex broker or investment firm
Strong understanding of CFD products, financial markets, and trading mechanics
Excellent leadership and people management skills
Experience managing a remote team
Fluent in English, additional languages are a plus
Strong analytical and problem-solving skills
Proficiency in CRM systems, support tools and Microsoft Office
Collaborative team player with ability to work across departments
What You Can Look Forward To:
Be part of a dynamic and multi-cultural team
Career growth opportunities with global offices
Competitive salary
Performance-based bonus
Private medical insurance
Education subsidy & fully paid study Leave
Fitness membership allowance
21 days of annual leave increasing every year
Birthday Leave
Sick Leave
Work from Home Policy
Bi-Weekly Lunch
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