is an international next-gen broker actively expanding across the markets of LatAm, MENA, SA, and SEA. We provide clients with access to cutting-edge solutions in trading and copy-trading. We offer a variety of assets to trade (Forex, Stocks, Crypto, Indices, Synthetic Indices, Commodities) and enhance traders' experience with AI-powered features. We aim to attract more than 150,000 clientswithin the next three years.

What You Will Do:

• Own end-to-end customer support operations: strategy, execution, technology, people, and performance
• Lead the migration to a modern support platform (Intercom), including setup, channel unification (live chat, email, in-app, WhatsApp), and CRM integration
• Deploy and continuously optimize AI-powered automation (Fin AI Agent) to achieve 50%+ ticket deflection
• Build and manage the Help Center / Knowledge Base — from content strategy to ongoing maintenance
• Design and enforce the KPI/SLA framework (First Response Time, CSAT, FCR, Resolution Time, AI Deflection Rate)
• Establish and run the Quality Assurance program: ticket audits, agent scoring, calibration sessions
• Manage and develop the support team (L1 outstaff agents + L2 specialists) — hiring, scheduling, training, coaching, performance management
• Scale the operation from current 16h/7d coverage to full 24/7 multilingual support
• Implement a tiered VIP support model for high-value clients
• Partner with Product, Payments, Sales, and Compliance teams on cross-functional issue resolution and product feedback
• Own support analytics and reporting: real-time dashboards, weekly operational reports, monthly strategic reviews to leadership
• Drive proactive support initiatives — automated triggers, onboarding flows, in-app guidance — to prevent tickets at source

What You Bring:

• 3+ years of experience in customer support management/leadership within CFD/Forex/fintech/iGaming/high-velocity B2C
• Hands-on experience with modern support platforms (Intercom, Zendesk, Freshdesk, or similar) — Intercom experience is a strong plus
• Proven track record of building support operations from scratch or leading a significant transformation (process design, tech migration, team scaling)
• Experience deploying and optimizing AI/chatbot automation in a support environment
• Strong understanding of support KPIs and operational metrics (CSAT, NPS, FRT, ART, FCR, SLA compliance) and how to manage them
• Experience managing outsourced/outstaff support teams across time zones
• Knowledge base and help center content management experience
• Strong analytical mindset; comfortable working with dashboards, cohort data, and performance reporting
• Excellent process design and documentation skills
• English level — B2+ (Spanish language proficiency is a strong plus)

Nice to Have:

• Experience specifically with Intercom and Fin AI Agent
• Background in CFD/Forex brokerage support (understanding of KYC, deposits/withdrawals, trading platforms, margin/leverage)
• Experience building multilingual support operations for LatAm and/or MENA markets
• Familiarity with CRM systems used in brokerage (HubSpot, FXBO, Syntellicore)
• Experience with MetaTrader 5 (MT5) from a support perspective

What we offer:

• KPI-based bonus system
• Participation in a large-scale international project at an active growth stage
• Freedom to build and develop a global partner network
• Full support from marketing, product, sales, and management teams
• Participation in international conferences and events covered by the company
• Work with innovative AI-driven trading and copytrading products