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CareerFinders, on behalf of our client, an award-winning global Contract for Difference (CFD) and FX Broker, regulated by multiple authorities including CySEC here in Cyprus, we are seeking to recruit a Customer Support Team Leader to join their growing team based in Limassol. As a Customer Support Team Leader, you will be responsible for leading a team of support agents, ensuring high levels of customer satisfaction, resolving client issues efficiently, and maintaining exceptional service standards across all support channels. Our client is seeking applicants who possess 2+ years of experience in a similar role in a CySEC or similar EU-regulated CFD/Forex broker or Investment Firm, with a strong understanding of CFD products, financial markets, and trading mechanics. You will need to be fluent in English, with any additional language skills considered a plus. A highly attractive remuneration and benefits package is on offer, which includes a performance-based bonus, private medical insurance, fitness allowance, work from home options, and more! Working hours are Monday to Friday from 09:00 - 18:00.
 

Key Duties/Responsibilities: 

• Lead and develop a high-performing customer support team through coaching, performance management, and skills development.
• Oversee daily operations while maintaining exceptional service standards and achieving KPIs including response times, resolution rates, and customer satisfaction scores.
• Resolve escalated issues promptly while collaborating cross-functionally to ensure compliance with company policies and regulatory requirements.
• Build team capability through recruitment support, onboarding, training programs, and regular performance reviews.
• Foster a customer-centric culture that prioritizes service excellence and continuous improvement.
• Optimize processes by analyzing performance data, updating procedures, and implementing tools that enhance service delivery.
• Anticipate potential challenges and proactively develop solutions to prevent service disruptions.

Key Duties/Responsibilities: 

• 2+ years of experience in a similar role in a CySEC or similar EU-regulated CFD/Forex broker or Investment Firm.
• Strong understanding of CFD products, financial markets, and trading mechanics.
• Excellent leadership and people management skills.
• Fluent in English, additional languages are a plus.
• Strong analytical and problem-solving skills.
• Proficiency in CRM systems, support tools and Microsoft Office.
• Collaborative team player with ability to work across departments.

Key Benefits: 

• Be part of a dynamic and multi-cultural team.
• Career growth opportunities with global offices.
• Attractive salary.
• Performance-based bonus.
• Private medical insurance.
• Fitness membership allowance.
• Birthday Leave.
• Work from Home Policy.
• Weekly Lunch.