Our client is a leading international CySec Licensed Forex Trading Company in Limassol and they are looking for a Customer Success Team Leader to oversee and lead our Customer Success team in the fast-paced online trading industry. As a Customer Success Team Leader, you will manage a team of Customer Success Officers, ensuring that they provide exceptional support to our clients. Your role will be pivotal in driving team performance, enhancing customer satisfaction, and ensuring the efficient resolution of customer inquiries related to online trading services.

Responsibilities:

• Lead, inspire, and manage a team of Customer Success Officer ensuring optimal performance and productivity.
• Conduct regular training sessions to ensure team members have the necessary skills and knowledge to provide high-quality service.
• Monitor team performance through KPIs and customer satisfaction metrics.
• Implement action plans to improve team results.
• Handle escalated customer inquiries and complaints with professionalism, ensuring timely and effective resolutions.
• Identify areas for process improvements to enhance customer experience and service efficiency.
• Work closely with other departments, including sales, compliance, and technical support, to resolve customer issues effectively and streamline operations.
• Provide regular performance reports and insights to senior management, highlighting team achievements and areas for improvement.
• Ensure adherence to all industry regulations, policies, and company standards in customer interactions.

Requirements:

• Degree in Business Studies or any other relevant field.
• Previous experience in Customer Service, with at least 2 years in a Team Leader or Supervisor role
• Proven experience managing a team of 10–15 people
• Mandatory experience in the FX industry
• Prior leadership/team lead experience is essential
• Solid understanding of CySEC regulations
• Fluent English is a must; additional languages are a plus
• Strong experience in establishing and refining team procedures
• Familiarity with KPI metrics, monitoring, and team supervision
• Ability to support and train both new and existing team members
• Excellent communication and interpersonal skills
• Excellent command of the English language.
• Knowledge of other languages will be considered an advantage.
• Strong knowledge of online trading platforms, financial instruments, and trading regulations.
• Ability to lead and motivate a team, fostering a positive and collaborative work environment.
• Excellent communication skills (both written and verbal) with the ability to explain complex topics in an easy-to-understand manner.
• Strong problem-solving abilities and a customer-centric mindset.
• Experience in monitoring and improving team performance using metrics and KPIs.
• Proficiency in CRM software.
• Ability to work under pressure and handle difficult situations with professionalism.

Working hours:

The working hours are Monday to Friday from 09:00 to 18:00, onsite

TO APPLY for this job opportunity, send your CV (in English please) to [email protected] and include the reference:  Customer Success Team Leader – VAC-C3395. We look forward to hearing from you!