Customer Support Manager (Trading Experience Required)

About the company

Company: Emerald Marketing FZCO
Location: 🌍 Fully Remote

About Us:
Join Emerald Marketing FZCO, a fast-growing leader in the forex affiliation space! We provide world-class resources and support to traders globally. Now, we're looking for a skilled Customer Support Manager with a background in trading to take our support game to the next level! 💼📈

About the role

What You’ll Do:
As our Customer Support Manager, you’ll be the hero of the support team 🦸, ensuring a top-tier experience for our clients. You’ll lead the team, resolve complex issues, and use your forex trading expertise to guide customers through their journey. 💬📊

Key Responsibilities:

• 💼 Lead & manage our customer support team, ensuring high satisfaction levels.
• 📜 Develop and improve support processes and KPIs to streamline efficiency.
• 🎯 Handle complex queries related to trading and ensure timely resolution.
• 🧠 Provide training to the team, boosting their trading knowledge and service skills.
• 🤝 Collaborate with other departments to ensure seamless customer experiences.
• 📈 Use your trading expertise to educate customers and help them succeed.
• 🔍 Monitor feedback and implement improvements to elevate customer support.
• 📅 Stay updated on industry trends and compliance to keep support top-notch.

About you

What You Need:

• 💼 Proven experience in a customer support management role.
• 📊 Strong knowledge of forex trading—you know the ins and outs of the markets!
• 🎤 Excellent communication skills with a problem-solving mindset.
• 🔧 Familiar with CRM systems and support software.
• 🌟 Fluent in English (required), and bonus points if you speak German or Spanish! 🇩🇪🇪🇸
• 🧠 Ability to train and motivate a team to deliver stellar results.
• 🔥 Thrives in a fast-paced environment and stays cool under pressure.

What's in it for you?

What We Offer:

• 💰 Competitive salary + performance bonuses! 🎉
• 💻 Fully remote, flexible work—manage your time and work from anywhere!
• 🏆 Join a company that’s growing fast and be part of an exciting journey!
• 🎓 Ongoing training and personal development opportunities.
• Monday to Friday: Base shift 09:00 - 18:00 CEST (mid or evening shift & weekends shifts are optional also based on team needs).

How to apply?

Ready to Elevate Your Customer Support Career?
If you’re excited about shaping the future of Sales in a leading global company, we’d love to hear from you!