Supervisor, Customer Success Team

📋 Description

• Lead a CX agents/QA team across phone, chat, and email to drive performance and compliant interactions.
• Own the CX QA framework for Cyprus — scorecards, sampling, calibration; improve metrics.
• Review calls, chats, and emails for accuracy, professionalism, and MiFID/CySEC compliance.
• Provide coaching to CX agents based on QA results; partner with Training to address gaps.
• Partner with Compliance, Legal, AML, and Operations to translate regs into CX processes and content.
• Handle customer/regulatory escalations; perform root-cause analysis and drive remediation.

🎯 Requirements

• 3+ yrs in customer support/experience in financial services.
• 1–2+ yrs in a team lead/QA role coaching staff and conducting quality reviews.
• Strong knowledge of MiFID II / CySEC conduct-of-business for client communications.
• CySEC certification (Basic/Advanced) and MiFID/AML training or willing to obtain.
• Excellent written and verbal English; ability to give clear, direct feedback.
• Based in Cyprus; able to support a shift aligned to operating hours.

🎁 Benefits

• Hybrid work with in-person participation; annual offsites.
• Equal opportunity employer.
• Exposure to AI tools and pilots to boost efficiency.
• Opportunity to work on a mission-driven crypto platform.