Acting Customer Support Team Leader - SSA

Your role at Exness:

• Manage customer service team by overseeing daily operations, coaching team members, resolving escalated issues, monitoring performance, and enhancing customer satisfaction through effective leadership and communication
  
  

You will:

• Monitor all customer handling tasks (SalesForce, JIRA) to ensure the procedures, processes, and timelines are followed and adhered to
• Guide team members in seeking solutions about the client's issue, and to handle the client's request to speak with the supervisor
• Manage document verification: to reset or approve verification when necessary
• Handle complaining clients when necessary (non-trading complaints): to investigate complaints and communicate with clients to resolve issues
• Manage fraud cases: to lead the investigation, provide a report, classify each fraud case, and be responsible for fraud case resolution
• Handle tasks such as: bonus restoration/cancellation, termination, BIT, Sales Retention Investigation, Risk Management Tasks, etc, 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 the full duties of the Shift Leader on weekends and when required
• Supervise and guide the respective Team for the Team Members to provide excellent Customer Support
• Assist with new hire interviewing and/or orientation when necessary
• Conduct Support Mentoring Program with new team hires
• Work alongside the respective team to ensure the Quarterly set KPIs are met by all team members
• Supervise and guide the respective Team for the Team Members to provide excellent Customer Support

The ideal candidate:

• Good communication skills in English
• Good Technical knowledge
• Leadership skills
• Being a problem solver for teammates
• Self-motivated and highly reliable

What we offer:

• Outstanding conditions for professional growth and development, work in a very fast-paced and challenging environment;
• Relocation package for the family and visa support (where applicable) 
• Medical insurance coverage for employees and immediate family members;
• Company’s contribution to training & development;
• Result-oriented approach; flexible working conditions;
• Corporate employee share scheme for all employees.
• Possibility to be closer to your team - "Get to know Team" trip.

Your journey after applying:

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

Application deadline: 6th March 2026 (any application after this deadline will not be accepted)

Please use your exness work email for internal applications and ensure to disclose any existing Conflict of Interest you may have.