Customer Service Team Lead

Job Overview:

We are looking for an experienced Customer Support Team Leader to lead and inspire our Customer Support team within a fast-paced forex and CFD trading this role you will oversee daily support operations ensure exceptional customer experiences manage escalations and drive continuous improvements across service delivery. Working closely with cross-functional teams you will play a key role in maintaining operational excellence supporting regulatory compliance and developing a high-performing team.

What Will You Do:

• Lead coach and develop a team of Customer Support Specialists to deliver exceptional customer service.
• Oversee customer support operations across email live chat phone and other communication channels.
• Monitor team performance through KPIs SLAs quality assurance reviews and customer satisfaction metrics.
• Handle complex customer escalations and ensure timely and professional resolution of client issues.
• Collaborate with Trading Middle Office Compliance Risk Technology and other internal teams to resolve customer enquiries efficiently.
• Drive continuous process improvements to enhance operational efficiency and customer experience.
• Ensure all customer support activities comply with company policies and applicable regulatory requirements.
• Analyse customer feedback operational metrics and service trends to identify improvement opportunities.
• Prepare regular performance reports covering customer satisfaction service levels complaint trends and team productivity.
• Support the implementation of new systems tools and operational initiatives.
• Maintain strong knowledge of forex products trading platforms and market developments while fostering a customer-centric culture.

What Makes You a Good Fit:

• Bachelors degree in Finance Business Administration Economics or a related discipline is preferred.
• 46 years of customer support experience within the Forex CFD or Financial Services industry.
• Minimum 2 years of leadership or team management experience.
• Proven experience leading customer support teams and driving service excellence.
• Strong understanding of forex markets trading products and the customer lifecycle.
• Hands-on experience with MT4 and/or MT5 trading platforms.
• Experience using CRM systems ticketing platforms and customer support tools.
• Excellent leadership coaching communication and stakeholder management skills.
• Strong analytical problem-solving and decision-making abilities.
• Ability to thrive in a fast-paced customer-focused environment while managing multiple priorities.
• High level of professionalism accountability and attention to detail.

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.