Senior Client Support Executive promoting to Team Lead - Fintech, CFD

Company Overview:

Ultima Markets is a secure and regulated CFD trading gateway, offering access to 1,000+ instruments, including Forex, Commodities, Indices, and Stocks, to clients in over 170 countries. Founded in 2016, we are the Official Regional Partner of FC Internazionale Milano and the first CFD broker to support the UN Global Compact. We operate globally through entities regulated by the FCA, FSCA, and FSC, and in 2025 were honoured with 50+ global awards, including Best CFD Broker Global 2025.

Responsibilities:

1. Team Leadership, Management & Development

• Lead and manage international CS teams, overseeing daily operations and supporting the resolution of complex or escalated client issues.
• Manage teams across different countries and cultures, ensuring consistent service standards and operational practices.
• Set and monitor monthly KPIs to evaluate individual and team performance.
• Provide coaching, training, and development to improve team performance.
• Assess staffing needs and participate in recruitment and candidate selection with the Talent Acquisition team.

2. Quality Assurance & Process Improvement

• Conduct regular quality assurance checks on individual live chats and group communications with sales teams and clients to ensure accuracy, professionalism, and service excellence; intervene directly when necessary.
• Oversee and evaluate the quality and consistency of updates to internal training materials, sales handbooks, and Help Center content.
• Lead weekly review meetings to identify improvement opportunities across all ongoing team projects.
• Identify gaps in CS processes and recommend improvements to enhance operational efficiency and client experience.

3. Client Reputation & Complaint Management

• Monitor, investigate, and respond to client complaints related to trading services on public platforms such as Trustpilot and WikiFX, in collaboration with the Branding team.
• Ensure complaints and escalated cases are handled professionally and within the appropriate response timeframe.

4. Cross-Department Collaboration & Alignment

• Liaise closely with internal departments, including Operations, Sales, Branding, and other relevant teams, to exchange updates on ongoing client or sales-related projects, relay feedback, and identify process improvement opportunities.
• Coordinate with international teams and stakeholders across different markets to ensure effective communication, consistent processes, and smooth execution of client-related initiatives.
• Act as a key point of contact between the CS team and other departments to ensure cross-functional alignment.

5. Training & Knowledge Sharing

• Conduct training sessions for sales teams or IB clients on Forex fundamentals, trading platform navigation (e.g., MT4), and system functionalities.
• Provide ongoing knowledge sharing and coaching to CS team members to strengthen their product, trading, and client-handling knowledge.

6. Ad Hoc Responsibilities

• Execute special projects and support initiatives assigned by management, contributing to team goals, operational improvements, and overall business success.

Requirements:

• Prior customer support experience, especially in Trading Platform working experience.
• Knowledge of Forex trading concepts and platforms.
• Excellent communication skills, both written and verbal.
• Ability to multitask, solve problems, and meet deadlines.
• Proficiency in customer support software, CRMs, and trading platforms.
• Applicant MUST able to work shift duty, Morning shift need to be work in Office, for others shift, start from 1PM to 10PM, and 3PM to 12AM, Work from Home base.