Acting Customer Support Team Leader - SSA

Your role at Exness:

• Manage customer service team by overseeing daily operations, coaching team members, resolving escalated issues, monitoring performance, and enhancing customer satisfaction through effective leadership and communication
  
  

You will:

• Monitor all customer handling tasks (SalesForce, JIRA) to ensure the procedures, processes, and timelines are followed and adhered to


• Guide team members in seeking solutions about the client's issue, and to handle the client's request to speak with the supervisor


• Manage document verification: to reset or approve verification when necessary


• Handle complaining clients when necessary (non-trading complaints): to investigate complaints and communicate with clients to resolve issues


• Manage fraud cases: to lead the investigation, provide a report, classify each fraud case, and be responsible for fraud case resolution


• Handle tasks such as: bonus restoration/cancellation, termination, BIT, Sales Retention Investigation, Risk Management Tasks, etc, as per Support job allocation and respective manuals


• Assist the Localisation Department with translation checking


• Assist with chats, emails, and calls during high-volume hours


• Perform the full duties of the Shift Leader on weekends and when required


• Supervise and guide the respective Team for the Team Members to provide excellent Customer Support


• Assist with new hire interviewing and/or orientation when necessary


• Conduct Support Mentoring Program with new team hires


• Work alongside the respective team to ensure the Quarterly set KPIs are met by all team members


• Supervise and guide the respective Team for the Team Members to provide excellent Customer Support

The ideal candidate:

• Good communication skills in English


• Good Technical knowledge


• Leadership skills


• Being a problem solver for teammates


• Self-motivated and highly reliable

What we offer:

• Outstanding conditions for professional growth and development, work in a very fast-paced and challenging environment;


• Relocation package for the family and visa support (where applicable) 


• Medical insurance coverage for employees and immediate family members;


• Company’s contribution to training & development;


• Result-oriented approach; flexible working conditions;


• Corporate employee share scheme for all employees.


• Possibility to be closer to your team - "Get to know Team" trip.

Your journey after applying:

1. First interview (30 minutes)


2. Test Task (5 days)


3. Final Interview (1 hour)

Application deadline: 6th March 2026 (any application after this deadline will not be accepted)