Job Title: Forex Customer Support Team Leader

Job Description:
We are seeking a dedicated and proactive Forex Customer Support Team Leader to oversee a high-performing customer support team, ensuring exceptional service and operational efficiency for our Indian client base. In this role, you will manage day-to-day team activities, drive performance, and provide coaching to maintain top-notch customer service standards. You will also contribute to the development of internal processes, ensuring a smooth operation while fostering a customer-centric culture.

Key Responsibilities:

• Team Leadership: Lead and manage a team of customer support representatives to ensure high-quality service across multiple communication channels (phone, email, live chat, etc.), resolving customer issues at first point of contact.

• KYC Support Oversight: Supervise the team’s efforts in guiding clients through the Know Your Customer (KYC) process, ensuring clear and accurate communication regarding documentation requirements.

• Interaction Documentation: Ensure accurate documentation of all customer interactions, identifying trends and contributing to the creation of internal resources such as FAQs.

• Advanced Problem-Solving: Analyze and investigate complex customer issues, identifying root causes and proposing effective solutions.

• Team Collaboration and Development: Foster collaboration within the team, leading training sessions, and supporting the professional development of team members to improve skills and service quality.

• Product Knowledge Mastery: Stay updated on company products, services, and platform updates, ensuring the team is well-informed and able to assist customers efficiently.

• Process Development: Review and improve customer support protocols and procedures to enhance service efficiency, consistency, and quality.

• Performance Monitoring: Monitor team performance using KPIs, providing feedback to drive continuous improvement and maintain service excellence.

• Reporting and Analysis: Prepare and analyze reports on team performance and operations, using data to drive strategic decisions and process improvements.

• Compliance Assurance: Ensure that all customer support activities are compliant with regulatory requirements and company policies.

Skills & Qualifications:

• 2+ years of proven experience in customer support within a contact center, with at least 1 year in a leadership role.

• Experience in the financial or forex industry with a solid understanding of forex trading concepts and platforms.

• Fluent in English, Hindi, and other major Indian languages (both written and spoken).

• Strong leadership and communication skills to foster a collaborative and transparent team environment.

• Exceptional organizational skills, with the ability to manage multiple tasks, time, and resources effectively.

• Ability to work in a fast-paced, high-performance environment, driving both individual and team success.

• Motivational leadership, with a focus on empowering teams to achieve shared goals.

• Strong empathy and customer-centric mindset, demonstrating patience in addressing customer concerns.