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Customer support team leader

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Limassol, Limassol - Agia Zoni

Posted: 30.09.2025 13:16 Ad ID: 6018022

Job type: Full-time
Experience: Any
On-site/Remote: On-site

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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.

Job 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

Requirements

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

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