Head of Customer Support (Forex / CFDs)

Head of Customer Support for a regulated Forex & CFD brokerage in Limassol, Cyprus. Lead 24/5 global support operations, mentor supervisors, and optimize KPIs.

Direct day-to-day operations for 24/5 global support shifts and mentor local supervisors & shift agents. Act as the escalation point for complex technical inquiries. Collaborate with Dealing Desk, Compliance, Risk, and Back-Office. Enforce SLAs and optimize department KPIs (First Contact Resolution, Latency, CSAT). Manage & optimize ticketing platforms.

4 - 5 years in financial services customer support, with 3+ years in a Head/Leadership role within a Forex/CFD broker in Cyprus. Expertise in MT4/MT5 Manager console environments and core trading terminology (leverage, margins, swaps). Full professional fluency in English (Greek, Russian, Spanish, or Arabic fluency is a major plus).