Customer Support - Crypto/Forex - (Remote Only)

We are looking for Customer Service Specialist (Live Chat – Forex) with experience in Forex Industry

About the Role

We are looking for a highly motivated Customer Support Specialist to join our team. The ideal candidate will be responsible for handling live chat interactions with clients, providing prompt and professional assistance. Familiarity with Forex trading platforms, terminology, and processes is essential, as you'll be supporting a trading-savvy client base.

Key Responsibilities:

l Respond to client inquiries via live chat in a timely and accurate manner

l Provides answers to clients by identifying problems, researching and guiding them through corrective steps

l Provides quality service and support in a variety of areas including but not limited to System/technical troubleshooting, Login/Account issues, Accounting (deposits and withdrawals) and overall trading enquiries,

l Provide support and guidance on Forex trading platforms, account setups, deposits/withdrawals, and general trading-related questions

l Troubleshoot client issues and escalate complex cases to relevant departments when necessary

l Maintain up-to-date knowledge of company products, services, promotions, and trading tools

l Identify customer needs and provide personalized solutions to enhance the client experience

l Keep detailed and accurate records of client interactions in the CRM system

l Collaborate with other support team members to ensure consistent service quality

l Stay informed about Forex market trends, trading terminology, and regulatory changes

l Maintain a balance between company policy and customer benefit in decision making. Handling issues in the best interest of both customer and company,

l Educate customers about internal regulations and procedures of the Company,

l Ensuring that all duties are done so in line with the necessary KYC, AML, and Due diligence controls,

l Always update the CRM and manage all duties and transaction.

Required Qualifications:

Ø 3+ years of customer service experience, preferably in financial services or Forex industry

Ø Excellent written communication skills in English (additional languages are a plus)

Ø Strong understanding of Forex trading concepts, platforms and common client issues

Ø Ability to multi-task, prioritize, and manage time effectively in a fast-paced environment

Ø Tech-savvy with experience using live chat platforms and CRM tools

Ø Patient, empathetic, and able to handle client concerns professionally

Preferred Skills:

Ø Prior experience with a Forex brokerage or trading firm

Ø Certification or coursework in Finance, Economics, or related field

Ø Fluency in additional languages (e.g., Arabic, Spanish , Russian)

Ø Experience with tools like Zendesk, Intercom, or LiveChat