Customer Support Team Leader

On behalf of our client,  an award-winning Forex/CFD broker, regulated by authorities in Australia (ASIC), Cyprus (CySEC) and more, we are seeking an experienced Customer Support Team Leader to join their team in Limassol. The successful candidate 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.

• 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

• 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

What You Can Look Forward To:

• 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 & full-paid Study Leave
• Fitness membership allowance
• 21 days of annual leave increasing every year
• Birthday Leave
• Sick Leaves
• Work from Home Policy
• Weekly Lunch