Customer Service Team Lead - Crypto

CFI Financial Group • Full-time • عمان, JO • 2d ago

Who are we?

CFI Financial Group is an award-winning trading provider, possessing more than 25 years of experience with multiple offices around the world including London, Larnaca, Beirut, Amman, Dubai, Port Louis, and others.

CFI is hiring! Make your mark in the online trading industry.

Are you looking to pursue a career in finance? Do you want to work with a dynamic and growing team in the exciting world of online trading and investing? If you answered yes, then we have some amazing opportunities for you!

Job Description:

We are hiring a talented Customer Service Team Lead- Crypto professional to join our team.

Responsibilities:

Service Excellence & Client Experience

Drive a customer-centric culture, ensuring every interaction reflects CFI’s commitment to trust and professionalism.
Ensure adherence to SLAs (e.g., GOS, response times) and deliver consistent, high-quality service.
Monitor client interactions to ensure accuracy, empathy, and compliance in all communications.
Act as the escalation point for complex or high-value client cases (VIPs, active traders).

Team Leadership & Performance Management

Lead, coach, and develop a team of Customer Service Officers to achieve performance targets.
Monitor KPIs including Quality Assurance (KPHP), adherence, productivity, and customer satisfaction (CSAT/NPS).
Conduct regular coaching sessions, feedback loops, and performance reviews.
Foster a high-performance culture focused on accountability, ownership, and continuous improvement.

Operational Excellence

Ensure smooth day-to-day operations across all customer service channels.
Analyze contact drivers, volumes, and trends to optimize staffing, workflows, and service delivery.
Drive Right First-Time (RFT) resolution by improving processes and reducing repeat contacts.
Support workforce management practices including scheduling, adherence, and capacity planning.

Stakeholder Collaboration

Work closely with Dealing, Compliance, Risk, Payments, and IT to resolve client issues efficiently.
Ensure proper alignment on client journeys, escalation frameworks, and service expectations.
Participate in cross-functional initiatives to enhance client experience and operational efficiency.

Quality Assurance & Compliance

Ensure all client interactions meet regulatory and compliance standards across different entities (e.g., UAE, Cyprus, etc.).
Drive QA frameworks and ensure consistent scoring against defined quality metrics (KPHP).
Enforce proper client verification processes and data protection protocols.
Maintain full traceability of interactions (tickets, calls, logs) for audit purposes.

Continuous Improvement & Process Optimization

Identify operational gaps and implement improvements to enhance efficiency and client satisfaction.
Leverage customer feedback, VoC insights, and performance data to drive improvements.
Simplify processes and eliminate inefficiencies while maintaining compliance standards.
Contribute to building and maintaining a centralized knowledge base for the team.

Systems & Tools

Utilize CRM and CX platforms (e.g., Zendesk, HubSpot, telephony/CTI systems) to manage client interactions and reporting.
Ensure accurate ticketing, documentation, and tracking of all client requests.
Use dashboards and reporting tools to monitor team and operational performance in real time.

Requirements:

Bachelor’s degree in business management
Proven experience in Customer Service / Contact Center leadership, preferably within financial services, trading, or fintech.
Strong understanding of client lifecycle (onboarding, trading, payments, withdrawals).
Experience managing KPIs, SLAs, and quality frameworks.
Excellent communication, leadership, and stakeholder management skills.
High attention to detail with a strong focus on compliance and risk awareness.
Ability to perform in a 24/7, high-pressure, trading-driven environment.

Why join CFI?