Customer Service Manager

Full-time business-and-financial-operations

Job Overview:

We are seeking an experienced Customer Support Manager to lead and scale our Customer Support function within a fast-paced forex and CFD trading environment. This leadership role is responsible for driving customer service strategy, managing day-to-day support operations, developing high-performing teams, and ensuring an exceptional client experience across all support channels.

What Will You Do:

• Lead, mentor, and develop Customer Support Specialists, fostering a high-performance and customer-centric culture.
• Define departmental goals, KPIs, and service standards aligned with business objectives.
• Drive employee engagement, succession planning, and talent development across the Customer Support function.
• Manage workforce planning, resource allocation, shift scheduling, and capacity planning to ensure optimal service coverage.
• Lead change management initiatives and champion cont...