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.
We are seeking a highly motivated and experiencedDeputy Head of Client Services to support the Head of Client Servicesin leading and optimizing the performance of the client-facing teams. This role is instrumental in ensuring the delivery of an exceptional client experience, improving operational efficiency, and aligning client service activities with business goals in a dynamic CFD trading environment.
Responsibilities Team Leadership & Support:Support the Head of Client Services in managing daily operations across the client services team.Supervise and mentor client services staff to ensure high performance, client satisfaction, and compliance with internal policies.Act as acting head during the absence of the Head of Client Services.Client Experience:Ensure timely and effective resolution of client issues across all communication channels (phone, email, live chat).Monitor service quality, respond to escalated client concerns, and implement improvements to enhance client satisfaction.Work with the product and marketing teams to ensure client feedback is incorporated into business development efforts.Operations & Process Improvement:Review and improve workflows, procedures, and KPIs to optimize service delivery and operational efficiency.Implement client service strategies aligned with regulatory requirements and industry best practices.Ensure all service levels and SLAs are consistently met or exceeded.Compliance & Risk:Ensure client interactions are compliant with applicable regulatory frameworks (e.g., FCA, CySEC, ASIC, SCA).Work closely with Compliance and Risk departments to ensure client services adhere to AML, KYC, and data protection regulationsReporting & Analysis:Assist in the preparation of regular reports on client service metrics, trends, and team performance.Identify and report on patterns in client queries to inform product and service enhancements.Cross-Functional Collaboration:Liaise with other departments including Sales, Trading, Back Office, and IT to resolve client issues and enhance the overall client journey.Participate in strategic initiatives and cross-departmental projects as needed. Requirements Bachelor's degree in Business, Finance, Economics, or a related field (Master’s degree is a plus).Minimum 5 years of experience in a client services role, with at least 2 years in a managerial or supervisory position within the financial services or CFD/FX brokerage industry.Strong knowledge of CFD trading, platforms (e.g., MT4/MT5, cTrader), and financial markets.Excellent leadership, communication, and interpersonal skills.Problem-solving mindset with the ability to work under pressure in a fast-paced environment.Proven track record of improving client experience and operational performance.Familiarity with relevant regulatory environments (e.g., MiFID II, FCA, CySEC).Zendesk Expertise.Business level proficiency in English or above (equivalent to B2 or above inCEFR) 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 aboutyou—because your life outside of work matters just as much as your time on the clock.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 andperks!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. Additional Information 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.
