Client Support Specialist

About the company:

At BID Operations, we are passionate about supporting our clients in their journey towards success. Our mission is to empower you to thrive by handling the essential yet time-consuming aspects of your business operations, allowing you to concentrate on strategic growth and innovation.

Job Description:

The Client Support Specialist plays a critical role in delivering high-quality client service while handling more complex inquiries and contributing to operational excellence. This role requires a solid understanding of products, trading platforms, and internal processes, and serves as a point of escalation for junior team members. The Client Support Specialist is expected to work with greater autonomy, demonstrate strong judgement, and actively support service quality, compliance, and continuous improvement initiatives.

• Manage and resolve a wide range of client inquiries across live chat, email, and ticketing systems, including complex account and platform-related issues
• Provide accurate guidance on trading platforms, product features, and common trading-related queries within approved support boundaries
• Act as an escalation point for Junior Client Support Specialists when required
• Ensure adherence to regulatory, compliance, and risk management requirements
• Maintain detailed and accurate case documentation and follow-up actions
• Consistently meet or exceed SLAs, CSAT, and QA targets
• Identify recurring client issues and proactively flag trends or process gaps to management
• Support onboarding and informal coaching of junior team members
• Participate in testing, rollouts, or process improvements related to support operations

Requirements

• Strong written and verbal communication skills with a client-centric approach
• Solid understanding of FX/CFD trading environments or demonstrated experience in financial services support
• Ability to troubleshoot issues independently and make sound decisions within defined guidelines
• High attention to detail and strong compliance awareness
• Ability to manage workload effectively in a fast-paced, high-volume environment
• Collaborative mindset with the ability to support and guide junior colleagues

Benefits

• Opportunities for enriching career growth, including exposure to regional contexts.
• Healthcare coverage (medical, dental, optical), gym benefits
• Flexibility in smart casual dress code
• Young, vibrant and open work culture