Key Responsibilities
• Lead, mentor, coach, and develop the Customer Support team, fostering a high-performance and customer-centric culture.
• Recruit, onboard, train, and evaluate Customer Support team members, ensuring continuous development and performance management.
• Oversee the day-to-day operations of the Customer Support Department, ensuring service quality, operational efficiency, and adherence to Service Level Agreements (SLAs).
• Manage complex client inquiries, complaints, and escalations, ensuring timely and professional resolution.
• Oversee customer support activities across all communication channels, including phone, email, live chat, WhatsApp, and CRM platforms.
• Supervise the onboarding process for both individual and corporate clients, ensuring completeness, accuracy, and compliance with internal procedures.
• Oversee KYC and AML reviews, Customer Due Diligence (CDD), Enhanced Due Diligence (EDD), sanctions screening, and ongoing monitoring in accordance with internal policies and applicable regulatory requirements.
• Ensure the timely preparation and submission of regulatory reports, questionnaires, and other reporting obligations required by regulatory authorities.
• Oversee payment operations, including client deposits, withdrawals, payment investigations, reconciliation support, and coordination with internal Finance and Operations teams.
• Coordinate with Compliance, Finance, Dealing, IT, and other internal departments to ensure the timely resolution of operational and client-related matters.
• Develop, maintain, and enforce customer support procedures, policies, and standard operating procedures (SOPs).
• Monitor customer support KPIs and operational metrics, including response times, resolution times, customer satisfaction, complaint trends, onboarding performance, and team productivity.
• Prepare and present daily, weekly, monthly, quarterly, and ad hoc management reports covering customer support performance, onboarding statistics, KYC and AML activities, regulatory reporting, response times, complaint trends, and other operational metrics.
• Conduct quality assurance reviews of customer interactions and provide regular coaching and feedback to maintain high service standards.
• Maintain accurate records and ensure the confidentiality and integrity of client information in accordance with company policies and regulatory requirements.
• Support internal and external audits by providing documentation, reports, and operational information as required.
• Perform any other duties reasonably assigned by senior management