Customer Support Team Lead - EM315
About your future role
We are seeking to recruit an experienced Customer Support Team Lead to ensure that the Customer Support Team can deliver to our clients an outstanding support experience throughout the lifetime of their account. This is a unique opportunity for a passionate and driven professional who enjoys engaging with people!
Your main activities and responsibilities:
- Provide professional communication with clients for outstanding client experience
- Engage with clients’ inquiries through phone, email, and live chats
- Obtain and evaluate all relevant information to handle inquiries effectively in line with current guidelines and regulations
- Respond promptly and eloquently to customer inquiries, handling and resolving them flawlessly
- Record details of all inquiries, comments, and complaints in our CRM
- Coordinate with the sales team and other relevant departments when needed
- Assist new clients with the account opening process including any KYC procedures and account verification process as per regional requirements
- Proactively provide clients with relevant information regarding the website, products, promotions and important updates
- Act as an ambassador for the Company always upholding the highest level of service and professionalism
- Actively demonstrate initiative & leadership skills
- Guide the Customer Support Team toward achieving the organizations' goals
- Participate in the appraisal process to help the team achieve individual goals
- Stand in for the Customer Support Manager when required
- Manage Annual Leave requests and sickness absence
- Reporting directly to the Customer Support Manager all matters concerning the over function of the Customer Support Team
Your key requirements:
- Undergraduate degree or equivalent in relevant field
- 3-4 years’ experience in a Customer Support Team Lead or senior role, having direct experience of leading, mentoring, and supporting a team of Customer Support Specialists, ideally in the FOREX business
- Fluent Verbal and Written English is essential, and any other language is desirable
- Excellent communication and organizational skills
- CySec basic accreditation would be considered advantageous
- IT proficient in Windows based products including Office
- Prepared to work shifts and bank holidays on a 24/5 rotation if required although not on the regular Rota
- Ability to handle a busy workload and prioritise tasks individually and for the team
What you'll enjoy
- Competitive remuneration
- Pension fund
- Discretionary yearly performance bonus
- Professional development and learning opportunities
- Friendly and dynamic work environment
- 21 days of annual leave which increases every two years (capped at 24 days)
- Weekly lunches, weekly massages, monthly team outings and quarterly company building activities
- Strong culture promoting work-life balance and flexibility
- Fresh fruits, snacks, coffee, sodas at the office
- Core Working hours are 08:00 -17:00 or 09:00-18:00 Monday to Friday (Some evening shifts and holiday cover may be required)
Lastly, meet easyMarkets
easyMarkets is a leading global financial services provider, offering innovative and user-friendly trading solutions to clients worldwide. Established in 2001, we have built a reputation for transparency, reliability, and exceptional customer service.
Our commitment to empowering traders with cutting-edge technology and robust risk management tools has positioned us as a trusted partner in the financial industry. At easyMarkets, we believe in partnering with the best to achieve excellence, which is why we are proud to be an Official Online Trading Partner of Real Madrid. Just as Real Madrid exemplifies leadership, teamwork, and a winning mentality, we strive to embody these values in everything we do, making easyMarkets not just a place to work, but a place to grow and succeed.
Are you interested? Apply today!
