Job description
We are a leading trading platform that is ambitiously expanding to the four corners of the globe. Our top-rated products have won prestigious industry awards for their cutting-edge technology and seamless client experience. We deliver only the best, so we are always in search of the best people to join our ever-growing talented team.
As part of the Customer Service team, the Client Services Associate high-quality support to clients in a fast-paced online trading environment. The role focuses on delivering accurate, timely, and professional assistance across all communication channels while ensuring adherence to regulatory guidelines and maintaining exceptional customer satisfaction.
Responsibilities:
- Provide timely, accurate, and professional assistance to clients via live chat, phone, and email.
- Support CFD and financial trading clients across multiple regions and languages.
- Handle client queries related to trading platform functionality, deposits/withdrawals, KYC, and general support.
- Assist in resolving issues collaboratively with Compliance, Risk, Payments, and Dealing teams.
- Manage and resolve client complaints at the first point of contact whenever possible.
- Ensure all communication meets internal quality standards and complies with regulatory guidelines.
- Follow established procedures and contribute feedback for service quality improvement.
- Use CRM and ticketing systems (e.g., Zendesk, UAA, Jira) to manage client interactions.
- Review client feedback to identify opportunities for better customer experience.
- Contribute to knowledge bases, FAQs, and process documentation.
- Work with Product, Operations, and Compliance teams to resolve client issues.
- Provide insights on recurring issues to support product and process improvements.
Requirements:
- 1-2 years of experience in customer service within online trading, forex, or CFD environments.
- Understanding of financial platforms, trading concepts, and client-support workflows.
- Knowledge of regulated environments and KYC/AML processes.
- Excellent communication and problem-solving skills.
- High emotional intelligence, empathy, and a customer-centric mindset.
- Strong multitasking skills and ability to work in a fast-paced environment.
- Proficiency with CRM/ticketing tools (e.g., Zendesk, Jira).
- Curious, proactive, and committed to continuous improvement.
- Comfortable working with ambiguity and shifting priorities.
- Collaborative and supportive team player.
What you will get in return:
• Competitive Salary: We believe great work deserves great pay! Your skills and talents will be rewarded with a salary that makes you feel valued and motivated.
• Work-Life Harmony: Join a company that genuinely cares about you -because your life outside of work matters just as much as your time on the clock.
• Annual Performance Bonus: Your hard work doesn’t go unnoticed! Celebrate your achievements with a well-deserved annual bonus tied to your performance.
• Generous Time Off: Need a breather? Our annual leave policy lets you recharge and enjoy life outside of work without a worry.
• Employee Referral Program: Love working here? Share the love! Bring your talented friends on board and get rewarded for growing our awesome team.
• Comprehensive Health Benefits: We’ve got your back with a medical insurance plan. Plus, location-specific benefits and perks!
• Workation Wonderland: Live your digital nomad dreams with 30 extra days to work remotely from anywhere in the world (some restrictions apply). Adventure awaits!
• Volunteer Days: Make a difference! Take two additional paid days each year to support causes you care about and give back to the community.
Be a key player at the forefront of the digital assets movement, propelling your career to new heights! Join a dynamic and rapidly expanding company that values and rewards talent, initiative, and creativity. Work alongside one of the most brilliant teams in the industry.
We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.
