Full-time | Remote
About the Role
We are looking for a motivated and customer-focused Customer Support Agent to join our team at a global forex brokerage. This role is critical in delivering high-quality support to our clients and ensuring a smooth trading experience across all support channels.
Key Responsibilities
- Provide professional and timely support to clients via live chat and ticketing systems
- Assist clients with account-related inquiries, deposits, withdrawals, trading platforms, and basic technical issues
- Explain forex trading concepts, products, and services clearly and accurately
- Escalate non-standard or complex cases to the relevant internal teams following internal procedures
- Maintain accurate records of client interactions and follow internal compliance and security guidelines
- Work closely with internal teams to ensure consistent and high-quality client support
- Meet performance KPIs related to response time, resolution time, quality, and customer satisfaction
Requirements
- Fluent English (spoken and written)
- Proven experience in customer support, preferably within forex, trading, fintech, or financial services
- Solid understanding of forex trading fundamentals (accounts, leverage, margin, spreads, swaps, platforms such as MT4/MT5)
- Strong communication skills with a client-first mindset
- Ability to handle multiple conversations simultaneously while maintaining accuracy and professionalism
- Comfortable working in a fast-paced, high-volume environment
- High attention to detail and strong problem-solving skills
- Reliable, responsible, and able to take ownership of client cases
Work Schedule
- Availability to work any shift as part of a 24/7 support operation
- Flexibility to cover rotating schedules, including weekends and holidays when required
Nice to Have
- Experience with CRM systems (Freshdesk, Zendesk, or similar)
- Experience working in a regulated financial environment
- Multilingual skills are a plus
What We Offer
- Opportunity to work with an international and growing forex broker
- Collaborative and supportive team environment
- Training and ongoing learning in forex and customer support
- Career growth opportunities based on performance
