Support Manager- Forex

Key Responsibilities

1. Client Support Management

• Oversee the client support team (email, chat, phone).

2. Technical Platform Support

• Provide support for forex trading platforms like MT4, MT5, cTrader, etc.
• Troubleshoot platform issues (login failures, order execution problems, price discrepancies).
• Coordinate with IT/Tech teams for platform bugs or outages.

3. Team Leadership and Training

• Lead and mentor support agents.
• Train new support staff on products, platforms, and internal systems.
• Conduct regular performance reviews and support quality audits.

4. Client Onboarding & Account Management

• Ensure smooth onboarding of new clients (KYC/AML documentation, account setup).
• Oversee the account maintenance process.
• Monitor client satisfaction and build client loyalty.

5. Compliance & Risk Awareness

• Work closely with compliance teams to ensure client communication complies with regulatory standards (e.g., CySEC, FCA, ASIC).
• Report suspicious activity or potential fraud.
• Stay updated on financial regulations affecting client service.

6. Reporting & Analytics

• Prepare regular reports on support metrics (response time, issue resolution rate, client satisfaction).
• Analyze client feedback and complaints to improve service quality.
• Recommend improvements based on data trends.

7. Collaboration with Internal Teams

• Coordinate with sales, marketing, finance, and compliance departments.
• Provide client feedback to product development or marketing teams.
• Ensure prompt resolution of client inquiries regarding trading platforms, accounts, deposits, withdrawals, etc.
• Handle and escalate complex client issues.
• Monitor support quality and implement service improvements.

Job Type: Full-time

Pay: AED5,000.00 - AED7,000.00 per month

Experience:

• FOREX: 3 years (Required)