Customer Support Team Leader

Our client is a globally recognised CFD and forex broker, regulated by multiple international financial authorities. Founded in Australia, the company now operates worldwide and serves millions of users across mobile, desktop, and web platforms. Its proprietary, all-in-one trading platform provides real-time market data, analysis, and advanced risk-management tools within a user-focused FinTech environment.
The Cyprus office is expanding rapidly, offering strong opportunities for career growth within a collaborative and supportive team.

Role Summary
Our client is seeking an experienced Customer Support Team Leader to join their Limassol office. This role involves leading and supporting a team of agents, managing escalated customer issues, and ensuring consistently high service standards across all communication channels.

• Lead and develop a high-performing EU customer support team through coaching, performance management, and skills development
• Oversee daily operations while maintaining exceptional service standards and achieving KPIs including customer satisfaction, response times and resolution rates
• 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
• Engage with customers directly via multiple channels such as live chat, telephone and email, ensuring responsive and professional support
• 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

• 3+ 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
• Experience managing a remote team
• 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

• Be part of a dynamic and multi-cultural team
• Career growth opportunities with global offices
• Competitive salary
• Performance-based bonus
• Private medical insurance
• Education subsidy & fully paid study Leave
• Fitness membership allowance
• 21 days of annual leave increasing every year
• Birthday Leave
• Sick Leave
• Work from Home Policy
• Bi-Weekly Lunch