Customer Support Team Leader
Customer Support Team Leader
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Job Description
Emerald Zebra is working closely with a fast-growing and internationally regulated company in the FinTech and online trading sector currently seeking an experienced Customer Support Team Leader to join their expanding operations in Limassol Cyprus.
This role offers a unique opportunity to lead a growing support team in a business that values collaboration innovation and continuous development. The successful candidate will be instrumental in delivering exceptional customer experiences and driving service excellence across all support functions.
Responsibilities:
- Lead and coach a high-performing customer support team fostering a culture of excellence and accountability.
- Oversee day-to-day support operations ensuring service levels and KPIs are consistently met (response time resolution rate customer satisfaction etc.).
- Resolve escalated client issues while collaborating with internal teams to ensure solutions are compliant and client-centric.
- Support recruitment efforts onboarding and training initiatives to build team capability and engagement.
- Conduct regular performance evaluations and provide coaching for continuous improvement.
- Analyze team performance data to optimize processes and implement improvements in service delivery.
- Identify potential challenges in the support function and proactively implement preventive measures.
Background and experience:
- Minimum 2 years of experience in a leadership role within a CySEC-regulated CFD/Forex broker or a similar EU-regulated financial institution.
- Strong knowledge of CFD products financial markets and trading platforms.
- Proven ability to lead mentor and motivate teams in a fast-paced customer-facing environment.
- Excellent communication and interpersonal skills; fluency in English is required (other languages are an advantage).
- Proficiency in CRM systems customer support tools and Microsoft Office Suite.
- Strong problem-solving and analytical abilities with a hands-on collaborative approach.
Benefits:
- Salary depends on experience
- Private medical insurance
- Study leave and education allowance
- Fitness allowance
- Birthday leave
- Hybrid work model
Employment Type
Full Time
