Customer Support Officer

Freedom24 is an online broker specializing in the US, European, and Asian stock markets, registered in Cyprus, offering a wide array of financial market services. Our team at Freedom consists of highly skilled professionals who bring dynamic energy and innovative ideas to the industry.

We are all driven by goals and have a strong belief in the power of teamwork, which is built on the strengths of each individual. We operate in a fast-paced environment and collaborate across cross-functional teams. Every team member is committed to delivering the best results, and everyone believes their work makes a meaningful impact.

Due to career advancement and a role change of one of our employees, we are currently seeking a customer support manager to join our office in Madrid, Spain.

If you believe you are a great match for our team and we align with your career goals, we encourage you to explore this opportunity.

Key Responsibilities:

• Handling customer inquiries regarding trading platform, accounts, deposits and withdrawals;
• Resolving client issues efficiently, ensuring high-quality service and satisfaction;
• Assisting clients with onboarding, KYC (Know Your Customer), and account verification processes;
• Maintaining accurate records of client communications for compliance and audit purposes;
• Escalating technical or complex issues to relevant teams for resolution;
• Proactively addressing client concerns to prevent dissatisfaction;
• Collecting and analyzing customer feedback to improve service offerings;
• Identifying and addressing suspicious activities, fraudulent transactions, or potential security risks;
• Collaborating with the Compliance and Risk teams to mitigate client-related risks;
• Other activities as per request(s) of the Company with the skill set of the Employee.

• Bachelor’s or Master’s degree in Economics, Finance, or a closely related discipline;
• At least 2 years of customer support experience in the financial industry; prior experience with a brokerage firm is an advantage;
• Proficiency in both written and spoken Spanish and English;
• Focused on delivering excellent client service and strong communication skills.

• Work in a modern office located in Madrid;
• Chance to be part of an international company;
• Competitive salary with quarterly KPI bonuses;
• Employment contract including holidays and vacations according to the country's legislation;
• 50% reimbursement of the annual fee for a private insurance plan;
• Professional development opportunities with potential for career growth and collaboration with a team of experts.