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CareerFinders, on behalf of our client, a provider of financial derivatives in the form of CFDs, Spreads Bets and Margined FX, we are seeking to recruit a Customer Support Manager to join their growing team based in Nicosia. As a Customer Support Manager, you will play a key role in the development and implementation of internal training programs, whilst creating and maintaining Standard Operating Procedures (SOPs). As part of your role, you will enhance the overall customer experience through continuous process optimization, and handle client inquiries via helpdesk tickets, email, and live chat. Our client is seeking applicants who possess at least 1+ year of proven customer support experience gained working in the Forex industry, with excellent computer literacy and comfort with digital communication platforms. You will need to be fluent in both verbal and written English, with any additional language skills in Italian and/or Spanish considered an advantage. An attractive remuneration package is on offer, based on skills and experience.
 

Key Duties/Responsibilities:

• Develop and implement training programs while creating and maintaining Standard Operating Procedures (SOPs).
• Manage Trustpilot and other customer review platforms to maintain a positive brand reputation.
• Analyze customer support workflows to identify bottlenecks and improve efficiency.
• Enhance the overall customer experience through continuous process optimization.
• Handle client inquiries via helpdesk tickets, email, and live chat.

Key Skills/Experience:

• Minimum of 1 year of experience in a customer support role within the FX industry is essential.
• Excellent client service skills are a must.
• Professional proficiency in English (written and spoken).
• Additional language skills in Italian and/or Spanish will be considered an advantage.
• Strong computer literacy and comfort with digital communication platforms.
• Excellent communication and interpersonal skills.