Head of Customer Support

Hiring on behalf of a regulated Forex & CFD brokerage seeking an experienced, strategic Head of Customer Support to lead a 24/5 global support operations from the Limassol HQ! 🚀 📌 Key Responsibilities: • 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. 📌 Requirements & Qualifications: • 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).