Customer Support Leader (Global Team Leader)

[Client Description]

•  FinTech / Forex Trading Industry

【Education/Experience】

•  4-6+ years of Customer Support experience within Forex, CFD, Online Trading, FinTech, Securities, Banking, or Financial Services sectors.
• At least 2 years of team leadership or people management experience.
• Strong understanding of forex trading products, customer lifecycle management, and client servicing.
• Fluent English communication capability in an international business environment.

【Job Responsibilities】

• Lead and develop a team of Customer Support Specialists, fostering a customer-centric and high-performance culture.
• Oversee daily customer support operations across multiple channels including live chat, email, and phone.
• Manage escalated client cases, complex issue resolution, and trade-related investigations.
• Collaborate closely with Trading, Compliance, Risk, Operations, Technology, and Client Onboarding teams to deliver seamless customer experiences.
• Drive continuous improvement initiatives, optimize support workflows, and enhance operational efficiency.
• Monitor and improve key service metrics including SLA, CSAT, quality standards, productivity, and customer retention.
• Ensure customer support operations remain aligned with global regulatory and compliance requirements.