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:
1. Client Relationship Management:
Oversee day-to-day interactions with clients, ensuring high levels of service delivery and satisfaction.
Lead initiatives to increase client engagement, retention, and lifetime value.
2. Team Leadership:
Lead, mentor, and develop the Client Service Associates, ensuring consistent alignment with service standards and company objectives.
Set clear performance objectives, KPIs, and service standards for the CS teams
Conduct regular coaching sessions, leadership development, and performance reviews to foster a culture of excellence and accountability.
3. Service Delivery and Process Improvement:
Monitor service performance metrics (response time, resolution rates, NPS, etc.) and implement continuous improvement initiatives.
Collaborate with Product, Compliance, QA, and Operations teams to ensure efficient resolution of client issues and consistent service quality.
Partner with the Quality Assurance team to review client interactions, identify areas for improvement, and implement targeted coaching or training actions.
Drive automation and workflow optimization to enhance scalability and service efficiency.
4. Compliance and Risk Management:
Ensure all client interactions comply with company policies, regulatory standards (e.g., FCA, CySEC, or other local regulators), and data protection laws.
Support internal audits and reporting processes related to client servicing.
5. Strategic Contribution:
Provide insights from client feedback to inform product development and business strategy.
Prepare regular reports and analytics on client service performance and trends.
Represent the voice of the client in management discussions and strategic planning.o increase efficiency and customer satisfaction.
Requirements:
Proficiency in English at C1 level or higher.
Fluency in Italian, German, French, Arabic, or Spanish will be considered an advantage.
Proven experience leading a team or supervising others.
Strong ability to motivate, coach, and develop team members.
Excellent conflict resolution and performance management skills.
Ability to foster a positive, collaborative, and results-oriented work culture.
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.
