Our esteemed client, a prominent Forex trading company based in Limassol, is seeking a dedicated Customer Support Team Leader to join their dynamic team. This is a fantastic opportunity to lead a talented team within the vibrant world of Fintech and Forex trading. The successful candidate will play a pivotal role in ensuring outstanding customer service and driving team performance within a fast-paced, innovative environment.
DUTIES AND 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
CANDIDATE PROFILE
-
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
Due to the high volume of applications received at GRS Recruitment, only shortlisted candidates will be responded to.
To apply for this position, please email your CV to
Emilios Eracleous, emilios@grsrecruitment.com quoting the above job reference or call +357 25 342 723 for further information.