A global leader in online trading is looking for a Customer Support Manager to join their team in Beirut, Lebanon. The Customer Support Manager is responsible for overseeing and directing the Customer Support Department, ensuring the delivery of outstanding service to clients while adhering to internal policies and regulatory standards. This role manages the department’s daily activities, including customer support, client onboarding, KYC and AML processes, payment operations, regulatory reporting, and the handling of escalated client issues. In close collaboration with internal stakeholders, the Customer Support Manager plays a critical role in improving the overall client experience, driving operational efficiency, ensuring compliance, and supporting the company’s growth objectives.

Responsibilities

• Lead, guide, coach, and develop the Customer Support team, promoting a high-performing and customer-focused environment.
• Handle recruitment, onboarding, training, and performance evaluation of Customer Support staff, ensuring continuous growth and effective performance management.
• Supervise the daily operations of the Customer Support Department, ensuring high service standards, efficiency, and compliance with Service Level Agreements (SLAs).
• Address complex client queries, complaints, and escalations, ensuring prompt and professional resolution.
• Oversee customer support functions across all communication channels, including phone, email, live chat, WhatsApp, and CRM systems.
• Manage the onboarding process for both individual and corporate clients, ensuring accuracy, completeness, and compliance with internal procedures.
• Supervise KYC and AML processes, including Customer Due Diligence (CDD), Enhanced Due Diligence (EDD), sanctions screening, and continuous monitoring, in line with internal policies and regulatory requirements.
• Ensure the accurate and timely preparation and submission of regulatory reports, questionnaires, and other required filings to authorities.
• Oversee payment-related operations, including deposits, withdrawals, payment investigations, reconciliation support, and coordination with Finance and Operations teams.
• Collaborate with Compliance, Finance, Dealing, IT, and other departments to ensure efficient resolution of operational and client-related issues.
• Establish, update, and enforce customer support policies, procedures, and standard operating procedures (SOPs).
• Track and analyze customer support KPIs and operational metrics such as response times, resolution times, customer satisfaction, complaint trends, onboarding performance, and team productivity.
• Prepare and deliver daily, weekly, monthly, quarterly, and ad hoc reports covering customer support performance, onboarding metrics, KYC and AML activities, regulatory reporting, response times, complaint trends, and other key indicators.
• Conduct quality assurance checks on customer interactions and provide ongoing coaching and feedback to uphold service excellence.
• Maintain precise records and ensure the confidentiality and security of client information in line with company policies and regulatory standards.
• Assist with internal and external audits by providing required documentation, reports, and operational data.
• Carry out any additional duties as assigned by senior management.

Qualifications

• Bachelor’s degree in Business Administration, Finance, Management, or a related discipline.
• At least 6 years of experience in Customer Support, Client Operations, or Customer Success within the financial services sector, including a minimum of 5 years in a managerial role.
• Prior experience within Forex companies is essential.
• Solid understanding of regulatory frameworks and compliance requirements of FSA, SCA, CMA, and other relevant authorities.
• Experience in preparing regulatory reports, questionnaires, and management reports.
• Strong knowledge of trading platforms such as MT4 and MT5.
• Hands-on experience with CRM and customer support systems (e.g., FXBO, Zendesk, Freshdesk, Salesforce).
• Familiarity with financial markets and trading terminology is a plus.
• Excellent verbal and written communication skills in both Arabic and English.

Skills & Competencies

• Leadership and team management
• Strong decision-making and problem-solving abilities
• Excellent organizational and time management skills
• Effective written and verbal communication
• Customer relationship management expertise
• Conflict resolution and complaint handling
• Analytical mindset with strong reporting skills
• High attention to detail and accuracy
• Ability to perform under pressure and meet regulatory deadlines
• Knowledge of KYC, AML, and compliance standards
• Proficiency in CRM systems and Microsoft Office tools
• Strong sense of integrity, professionalism, and confidentiality

Location

• Beirut, Lebanon

Schedule

• Monday to Friday | Rotational shifts