Deputy Head of Client Services
Sofia City, Bulgaria
Operations – Operations /
Hybrid /
Hybrid
We are a leading trading platform that is ambitiously expanding to the four corners of the globe. Our top-rated products have won prestigious industry awards for their cutting-edge technology and seamless client experience. We deliver only the best, so we are always in search of the best people to join our ever-growing talented team.
We are seeking a highly motivated and experienced Deputy Head of Client Services to support the Head of Client Services in leading and optimizing the performance of the client-facing teams. This role is instrumental in ensuring the delivery of an exceptional client experience, improving operational efficiency, and aligning client service activities with business goals in a dynamic CFD trading environment.
Responsibilities
- Team Leadership & Support:
- Support the Head of Client Services in managing daily operations across the client services team.
- Supervise and mentor client services staff to ensure high performance, client satisfaction, and compliance with internal policies.
- Act as acting head during the absence of the Head of Client Services.
- Client Experience:
- Ensure timely and effective resolution of client issues across all communication channels (phone, email, live chat).
- Monitor service quality, respond to escalated client concerns, and implement improvements to enhance client satisfaction.
- Work with the product and marketing teams to ensure client feedback is incorporated into business development efforts.
- Operations & Process Improvement:
- Review and improve workflows, procedures, and KPIs to optimize service delivery and operational efficiency.
- Implement client service strategies aligned with regulatory requirements and industry best practices.
- Ensure all service levels and SLAs are consistently met or exceeded.
- Compliance & Risk:
- Ensure client interactions are compliant with applicable regulatory frameworks (e.g., FCA, CySEC, ASIC, SCA).
- Work closely with Compliance and Risk departments to ensure client services adhere to AML, KYC, and data protection regulations
- Reporting & Analysis:
- Assist in the preparation of regular reports on client service metrics, trends, and team performance.
- Identify and report on patterns in client queries to inform product and service enhancements.
- Cross-Functional Collaboration:
- Liaise with other departments including Sales, Trading, Back Office, and IT to resolve client issues and enhance the overall client journey.
- Participate in strategic initiatives and cross-departmental projects as needed.
Requirements
- Bachelor's degree in Business, Finance, Economics, or a related field (Master’s degree is a plus).
- Minimum 5 years of experience in a client services role, with at least 2 years in a managerial or supervisory position within the financial services or CFD/FX brokerage industry.
- Strong knowledge of CFD trading, platforms (e.g., MT4/MT5, cTrader), and financial markets.
- Excellent leadership, communication, and interpersonal skills.
- Problem-solving mindset with the ability to work under pressure in a fast-paced environment.
- Proven track record of improving client experience and operational performance.
- Familiarity with relevant regulatory environments (e.g., MiFID II, FCA, CySEC).
- Zendesk Expertise.
- Business level proficiency in English or above (equivalent to B2 or above in CEFR)
What you will get in return:
- Competitive Salary: We believe great work deserves great pay! Your skills and talents will be rewarded with a salary that makes you feel valued and motivated.
- Work-Life Harmony: Join a company that genuinely cares about you—because your life outside of work matters just as much as your time on the clock.
- Annual Performance Bonus: Your hard work doesn’t go unnoticed! Celebrate your achievements with a well-deserved annual bonus tied to your performance.
- Generous Time Off: Need a breather? Our annual leave policy lets you recharge and enjoy life outside of work without a worry.
- Employee Referral Program: Love working here? Share the love! Bring your talented friends on board and get rewarded for growing our awesome team.
- Comprehensive Health & Pension Benefits: From medical insurance to pension plans, we’ve got your back. Plus, location-specific benefits and perks!
- Workation Wonderland: Live your digital nomad dreams with 30 extra days to work remotely from anywhere in the world (some restrictions apply). Adventure awaits!
- Volunteer Days: Make a difference! Take two additional paid days each year to support causes you care about and give back to the community.
Be a key player at the forefront of the digital assets movement, propelling your career to new heights! Join a dynamic and rapidly expanding company that values and rewards talent, initiative, and creativity. Work alongside one of the most brilliant teams in the industry.
