Careers

Trader Support Team Leader

Spotware Systems is looking for a strong team player with excellent communication skills and the desire to provide premium service and support, to join our office in Limassol. You will be providing support and assistance to clients and colleagues related to the functional aspects of our products. The ideal candidate will possess strong leadership qualities, advanced troubleshooting capabilities, and a proactive mindset to drive continuous improvements and provide strategic support solutions. 

Responsibilities:

• Leading and managing the resolution of complex client requests and issues through various communication channels, including email, chat, and other support platforms.
• Providing high-level support to both clients and internal stakeholders, ensuring prompt and efficient resolution of inquiries while maintaining a strong focus on client satisfaction.
• Taking ownership of complex troubleshooting cases related to the cTrader platform, marketplace, coordinate with technical and development teams to resolve escalated issues effectively.
• Analyzing user feedback and identifying recurring issues or opportunities for product enhancement, collaborating with product management and development teams to implement solutions.
• Ensuring comprehensive documentation of client interactions, support activities, and troubleshooting processes, maintaining high standards of record-keeping for reporting and analysis purposes.
• Driving continuous improvements within the support process, including contributing to the design and optimization of onboarding procedures.
• Mentoring and guiding other support staff, providing expertise and leadership to elevate the team’s overall performance and capabilities.
• Staying up to date with product updates and industry best practices to offer informed, strategic guidance to both clients and colleagues.

Requirements

• 4+ years of experience in a senior customer support or client-facing role, preferably within the fintech, digital goods, or trading sectors.
• Exceptional verbal and written communication skills in English. Proficiency in additional languages is a distinct advantage.
• Advanced problem-solving skills with a demonstrated ability to resolve complex and technical issues.
• A strong ability to proactively manage customer relationships and ensure high levels of satisfaction through consistent follow-up and resolution of issues.
• Experience in cross-functional collaboration, working effectively with product, technical, and development teams to enhance the customer experience.
• Strong multitasking and time management skills, with the ability to prioritize tasks in a fast-paced environment.
• A customer-centric mindset with empathy, patience, and a solution-oriented attitude.

• High proficiency in using customer support software and CRM tools to track and resolve customer inquiries.

A plus to have:

• Experience with forex trading platforms or a strong understanding of forex trading principles and financial markets.
• Experience in Public Relationship. 

Conditions

• Competitive remuneration.
• Private medical insurance.
• Relocation package (if applicable), including work permit arrangements.
• Welcome baby bonus.
• Birthday voucher.
• Fully equipped office with daily fruits, breakfast on Wednesdays, pizzas on Thursdays and snacks on Fridays.
• Opportunities for professional growth.

Vacancy Application Form

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