Global Head of Customer Service

Who are we?

CFI Financial Group is an award-winning trading provider, possessing more than 25 years of experience with multiple offices around the world, including London, Larnaca, Beirut, Amman, Dubai, Kuwait, Azerbaijan, South Africa, Port Louis, and others.

Check out more about CFI here.

CFI is hiring! Make your mark in the online trading industry.

Are you looking to pursue a career in finance? Do you want to work with a dynamic and growing team in the exciting world of online trading and investing? If you answered yes, then we have some amazing opportunities for you!

Role Summary:

The Global Head of Customer Service oversees all customer service operations across CFI entities to ensure a consistent, high-quality client experience.

Key Responsibilities:

- Lead and oversee the global customer service function across all CFI entities to ensure a consistent, high-quality, and efficient client experience.

- Define and implement the global customer service strategy, structure, and performance framework aligned with the Group’s overall business objectives.

- Establish unified service standards, KPIs, and escalation protocols across countries to ensure consistency in quality and tone of service.

- Lead and coordinate the customer service managers across all CFI entities to ensure consistent quality, reporting, and performance alignment.

- Monitor customer satisfaction and service quality through data-driven metrics, reports, and client feedback mechanisms; identify gaps and drive improvement.

- Collaborate with Compliance, Sales, and Marketing to ensure customer interactions meet all regulatory and brand requirements.

- Oversee implementation of support systems, ticketing tools, and automation solutions to improve speed, accuracy, and traceability of client interactions.

- Work closely with the COO and local country managers to design and maintain service SLAs (response times, resolution rates, satisfaction scores).

- Drive training and development initiatives for service teams to improve product knowledge, communication skills, and problem-solving capabilities.

- Manage critical client issues or escalations impacting brand reputation or operational risk.

- Partner with Technology and Product teams to integrate customer insights into platform improvements and product roadmaps.

- Ensure 24/7 support coverage and multilingual service capability across time zones.

- Produce regular reporting on service metrics, trends, and actionable insights to the Executive Committee and CEO.

Qualifications:

• Minimum 10 years of experience in customer service or client experience leadership within service-driven or technology-enabled organizations.
• Proven success in managing multi-country and multi-language customer support operations.
• Deep expertise in customer experience strategy, service quality standards, and process optimization.
• Exceptional leadership and team-building skills with the ability to influence across functions and geographies.
• Analytical mindset with the ability to leverage data to improve performance, efficiency, and customer satisfaction.
• Excellent communication, stakeholder management, and cross-departmental collaboration abilities.
• Fluent in English; proficiency in Arabic or other regional languages is an advantage.
• Bachelor’s degree required; MBA or equivalent postgraduate qualification preferred.

Why join CFI?

· We’re a fast-growing, multinational company

· Competitive salaries and benefits

· Work and learn with industry professionals

· Supportive and collaborative environment

· Unlimited opportunities for growth and development