Customer Support Team Lead
OfficeJob Overview
We are a leading trading platform that is ambitiously expanding to the four corners of the globe. Our top-rated products have won prestigious industry awards for their cutting-edge technology and seamless client experience. We deliver only the best, so we are always in search of the best people to join our ever-growing talented team.
We are a leading trading platform that is ambitiously expanding to the four corners of the globe. Our top-rated products have won prestigious industry awards for their cutting-edge technology and seamless client experience. We deliver only the best, so we are always in search of the best people to join our ever-growing talented team.
Responsibilities:
- Lead the Client Services team by setting a positive example in handling emails, live chats, and phone calls with clients.
- Build strong relationships with other departments, advocating for the interests of the clients.
- Handle escalated client interactions to ensure satisfactory resolutions.
- Create and analyse management reports to identify trends and opportunities for further improvement in the service provided to clients.
- Lead the recruitment, training, and onboarding of new team members.
- Schedule team coverage to ensure adequate support clients during core business hours.
- Conduct regular one-on-one meetings with team members to manage and assess performance against KPIs
- Set clear goals for the team and use coaching skills to encourage personal development.
Requirements:
- A client-focused mindset, consistently striving to enhance the client experience.
- An inspiring leader who sets high standards and motivates others to meet and exceed targets.
- Confidence in managing performance standards and encouraging personal development within the team.
- Outstanding verbal and written communication skills.
- Proficient in creating management reports and analysing data.
- Exceptional listening skills, with the ability to effectively understand and address the needs of both clients and team members.
- Flexibility to work shifts from Monday to Friday from the office.
- Experience in financial services, particularly within the CFD industry is highly desirable
What you will get in return:
• Competitive Salary: We believe great work deserves great pay! Your skills and talents will be rewarded with a salary that makes you feel valued and motivated.
• Work-Life Harmony: Join a company that genuinely cares about you - because your life outside of work matters just as much as your time on the clock. #LI-Hybrid
• Annual Performance Bonus: Your hard work doesn’t go unnoticed! Celebrate your achievements with a well-deserved annual bonus tied to your performance.
• Generous Time Off: Need a breather? Our annual leave policy lets you recharge and enjoy life outside of work without a worry.
• Employee Referral Program: Love working here? Share the love! Bring your talented friends on board and get rewarded for growing our awesome team.
• Comprehensive Health & Pension Benefits: From medical insurance to pension plans, we’ve got your back. Plus, location-specific benefits and perks!
• Workation Wonderland: Live your digital nomad dreams with 30 extra days to work remotely from anywhere in the world (some restrictions apply). Adventure awaits!
• Volunteer Days: Make a difference! Take two additional paid days each year to support causes you care about and give back to the community.
Be a key player at the forefront of the digital assets movement, propelling your career to new heights! Join a dynamic and rapidly expanding company that values and rewards talent, initiative, and creativity. Work alongside one of the most brilliant teams in the industry.