Client Support manager

Qualifications and Experience:

• 3+ years of management/supervisory experience in Client Services, specifically within the Forex, CFD, or Online Trading industry.
• Deep understanding of Forex market products and trading platform technology (MT4/MT5).
• Proven expertise with CRM/Ticketing systems and data analysis for reporting.
• Exceptional leadership, communication, and conflict resolution skills.
• Strong knowledge of relevant financial industry compliance rules.

Key Responsibilities :

• Lead & Develop: Directly manage, coach, and motivate the Client Support team to meet all performance KPIs (CSAT, response/resolution times).
• Forex Expertise: Oversee support across all channels (Chat, Email, Phone) related to trading platforms (MT4/MT5), deposits/withdrawals, and account queries.
• Escalation Management: Handle and resolve all complex client complaints and critical service escalations.
• Compliance & Risk: Ensure the team rigorously adheres to AML/KYC regulations and all internal operational procedures.
• Process Improvement: Analyze support metrics and client feedback to drive continuous operational efficiency and superior customer retention.

Job Type: Full-time

Pay: AED3,000.00 - AED5,000.00 per month