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Customer support team leader

Limassol, Limassol - Agia Zoni
Posted: 10.02.2026 18:13 Ad ID: 6250844
Location: Limassol — Limassol - Agia Zoni

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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  • Salary is negotiable
    Golden Careers Recruitment

    Posting since apr, 2024

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