Customer Support Team Leader - LATAM

Your role at Exness:

You will manage customer handling issues for their respective region and be a senior expert for the respective team. You will work on various products and projects with professionals with different skill sets who support each other in delivering impactful results.

You will:

• Monitor all customer handling tasks in Salesforce and JIRA to ensure the procedures, processes, and timelines are adhered to.
• Guide team members in seeking solutions with regards to client issues and to handle client requests to speak with a supervisor.
• Manage document verification in resetting or approving verification when necessary.
• Handle complaining clients when necessary (non-trading complaints) by investigating complaints and communicating with clients to resolve issues.
• Manage fraud cases by leading the investigation, providing reports, classifying each fraud case and being responsible for fraud-case resolution.
• Handle tasks such as bonus restoration or cancellation, termination, BIT, sales retention investigation, risk management tasks, and others, as per support job allocation and respective manuals.
• Assist the Localisation department with translation checking.
• Assist with chats, emails, and calls during high volume hours.
• Perform full duties of a shift leader on weekends and when required.
• Supervise and guide the respective team in order for the team members to provide excellent customer support.
• Assist with new hire interviewing when necessary.
• Assist with new hire orientation as needed.
• Conduct the support mentoring program with new team hires.
• Work alongside the respective team to ensure quarterly set KPIs are met by all team members.

What makes you a great fit:

• Minimum of 6 months of experience in customer service
• Good communication skills in English
• Good technical knowledge
• Leadership skills
• Problem-solving mindset
• Self-motivation and reliability

Your journey after applying:

1. First interview (30 minutes)
2. Final interview (1 hour)