Shift Operations Supervisor - LATAM

Your role at Exness:

A Supervisor at Exness plays a crucial role in ensuring seamless online customer support and effective handling of all client inquiries. They are responsible for overseeing the customer support team activities, ensuring timely responses to client inquiries, and addressing any issues that may arise. Their role involves close collaboration with internal team to provide exceptional customer service and maintain the company's reputation.

You will:

• Supervise Customer Support Executives
  • Monitor the attendance of CSE on a 24/7 basis to maintain operational efficiency.
  • Supervise the online customer support team to ensure timely and accurate responses to client inquiries through various channels such as live chat, email, or social media. 
    
    
• Client's Inquiry and Problem Resolution Management
  • Assist in resolving critical or complex technical queries.
  • Assist the employees in gathering necessary information from clients regarding technical problems. 
  • Create tasks in JIRA for issues that need escalation to the IT department. 
  • Maintain oversight of tasks in JIRA and Salesforce related to technical issues.
  • Collaborate with the team to prioritize and resolve pending inquiries to maintain high customer satisfaction levels. 
  • Perform advanced troubleshooting for clients encountering technical issues. 
  • Verify the functionality and accuracy of the payment system to prevent any disruptions in client transactions. 
  • Verify and validate Sum & Sub documents submitted by clients to ensure compliance with regulatory requirements. 
• Incident Reporting & Escalation
  • Identify and report incidents where products or services are not functioning as expected. 
  • Lead incident reporting efforts, promptly escalating technical issues and disruptions to relevant departments while maintaining transparent communication with affected clients. 
  • Initiate proactive measures to address potential issues before they impact clients, collaborating with the technical team to ensure a stable trading environment. 
  • Coordinate with relevant departments during ongoing incidents. 
  • Continuously update support CRS/CRM on the progress of incident resolution. 
    
    
• Backlog Management
  
  • Reviewing, approving daily commissions, and communicating reward statuses to relevant departments. 
  • Process tasks and communicate to External Providers which includes tasks like SMS, and VPS which may contain troubleshooting issues, and coordinating with technical teams as needed. 
  • Monitor the functionality of the critical systems like MT4, MT5, Salesforce, JIRA, and more and report any technical issues to the IT Department. 
  • Processing Alerts: Collaborate closely with the TAF team to monitor crypto alerts during weekends, facilitating timely detection of potential fraudulent activities. 
  • Participating and providing feedback in UAT before the company releases new features to clients. 
    
    
• B2B Leads & Cases Management
  • Assist the B2B team by reviewing incoming b2B leads and responding to B2B emails promptly and professionally.
  • Provide support to B2B clients as needed, offering guidance and assistance with their inquiries, or any other issues they may encounter. 
  • Collaborate with internal teams to resolve client issues promptly and ensure a seamless experience for our B2B clients. 

What makes you a great fit:

• Good communication skills in English 
• Experienced working in the LATAM region internally
• Good technical knowledge
• Problem-solving mindset
• Self-motivation and reliability

Your journey after applying:

1. First interview (30 minutes)
2. Test Task (5 days)
3. Final Interview (1 hour)