Our client, a CySEC regulated Forex Company in Limassol, is looking for a Customer Support Team Leader who will be responsible for leading a team of support agents, ensuring high levels of customer satisfaction, resolving client issues efficiently, and maintaining exceptional service standards across all support channels.
Responsibilities:
- Lead and develop a high-performing customer support team through coaching, performance management, and skills development
- Oversee daily operations while maintaining exceptional service standards and achieving KPIs including response times, resolution rates, and customer satisfaction scores
- 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
- 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:
- 2+ 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
- 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
- EU-citizenship
Working hours:
- The working hours are 09:00–18:00 Monday to Friday (onsite, 1 hour lunch break)
To apply:
Please send your CV to StaffMatters at admin@smstaffmatters.com and mention that you are applying for the vacancy of Customer Support Team Leader with reference number 3716.
Or you can apply directly through your candidate login by hitting the APPLY button.
