Customer Service Manager

Job Overview:

We are seeking an experienced Customer Support Manager to lead and scale our Customer Support function within a fast-paced forex and CFD trading environment. This leadership role is responsible for driving customer service strategy managing day-to-day support operations developing high-performing teams and ensuring an exceptional client experience across all support channels.

What Will You Do:

• Lead mentor and develop Customer Support Specialists fostering a high-performance and customer-centric culture.
• Define departmental goals KPIs and service standards aligned with business objectives.
• Drive employee engagement succession planning and talent development across the Customer Support function.
• Manage workforce planning resource allocation shift scheduling and capacity planning to ensure optimal service coverage.
• Lead change management initiatives and champion continuous improvement across the department.
• Customer Support Operations
• Oversee daily customer support operations across email live chat phone and other communication channels.
• Ensure customer enquiries requests and complaints are resolved efficiently while maintaining high service quality.
• Serve as the final escalation point for complex customer issues regulatory complaints and high-priority cases.
• Oversee trade investigations and ensure timely resolution of trading-related enquiries.
• Monitor operational performance through KPIs SLAs CSAT quality assurance and productivity metrics.
• Cross-Functional Collaboration
• Partner with Trading Middle Office Compliance Risk Finance Technology Product and Operations teams to improve service delivery and resolve customer issues.
• Provide strategic insights based on customer feedback and operational trends to influence product and process improvements.
• Represent the Customer Support department in cross-functional projects and business initiatives.
• Ensure customer support operations comply with regulatory requirements internal policies and industry best practices.
• Oversee the handling of regulatory complaints ensuring proper documentation escalation and resolution.
• Promote a culture of compliance accountability confidentiality and ethical conduct across the team.
• Support internal and external audits relating to customer support operations.
• Analyse operational data customer feedback and service trends to identify opportunities for improvement.
• Develop and optimise support workflows knowledge bases standard operating procedures and quality assurance frameworks.
• Prepare and present operational reports management dashboards and performance reviews to senior leadership.
• Lead the implementation of new technologies customer service tools and operational initiatives to improve efficiency and customer experience.

What Makes You a Good Fit:

• Bachelors degree in Finance Business Administration Economics or a related discipline.
• 5 years of customer support experience within the Forex CFD Financial Services or FinTech industry.
• Minimum 3 years of leadership experience managing customer support teams including Team Leaders or Supervisors.
• Proven experience managing customer support operations and driving service excellence in a regulated financial environment.
• Strong knowledge of forex markets trading products customer lifecycle management and trade execution processes.
• Hands-on experience with MT4 and/or MT5 trading platforms.
• Familiarity with CRM platforms ticketing systems workforce management tools and reporting solutions.
• Strong understanding of regulatory frameworks and compliance requirements within financial services.
• Exceptional leadership coaching stakeholder management and people development skills.
• Excellent analytical problem-solving communication and decision-making abilities.
• Ability to manage multiple priorities and lead teams effectively in a fast-paced 24/5 operational environment.
• High level of professionalism integrity accountability and customer focus.

What We Offer:

• Competitive salary package.
• Annual performance bonus of up to one months salary.
• Festival bonuses like Spring Festival Bonus Dragon Boat Festival Bonus Mid-Autumn Festival Bonus and Birthday Bonus.
• Opportunities for career growth and leadership development.
• A collaborative inclusive and supportive work environment.
• The opportunity to work in a dynamic and growing global financial services industry.

Working Arrangement:

• Mostly normal day shift.
• Occasional night shifts based on operational requirements.
• Overnight shifts are only required in exceptional circumstances.