Client Service Excellence Lead

5 days ago

Limassol, Limassol, Cyprus EXANTE Full time

About EXANTE

We are a global wealth tech company that provides innovative trading solutions and B2B financial infrastructure.

Our proprietary trading platform offers direct market access to +1M financial instruments, including stocks, ETFs, bonds, futures, and options, from a single multi-currency account.

We have 600+ employees across 70+ locations, representing 60 nationalities, all of us following the same guiding principles:

  • We believe that freedom is an inherited right
  • We are catalysts
  • We defend privacy
  • We cater to our customers to an unprecedented degree

As a Financial company, we prioritize our people's growth and development.

The Client Service Team Lead plays a crucial role in ensuring exceptional service delivery to our valued clients. This leadership position directly supervises the Client Service team, providing guidance, support, and direction to enhance team performance and maintain the highest quality of service.

This role reports directly to the Head of Client Services and is based in Cyprus with a remote worksite.

Key Responsibilities:
  • Team Management and Leadership:
    • Supervise and lead the Client Service team to foster a positive work environment that promotes collaboration, open communication, and professional growth.
    • Motivate and empower team members to deliver outstanding service and achieve their full potential.
    • Provide constructive feedback, coaching, and training to enhance individual capabilities and team effectiveness.
    • Manage staffing needs, undertake candidate interviews, and make final hiring decisions.
  • Operational Excellence:
    • Streamline and optimize daily operations to enhance efficiency and productivity within the Client Service team.
    • Implement innovative processes and technologies to improve service delivery and reduce turnaround times.
    • Monitor performance metrics and identify areas for improvement to enhance service quality continuously.
    • Own customer issues and collaborate with other departmental stakeholders to resolve cases promptly.
  • Quality Assurance:
    • Establish and maintain high service delivery standards by implementing rigorous quality control processes.
    • Regularly review client feedback and use it to drive continuous improvement initiatives.
    • Ensure compliance with company policies, procedures, and regulatory requirements.
    • Provide regular reporting to senior stakeholders, both qualitatively and quantitatively.
  • Strategic Initiatives:
    • Lead and manage various strategic initiatives aimed at enhancing client satisfaction and retention.
    • Collaborate with other departments to develop and implement cross-functional solutions.
    • Manage initiatives such as help center development, quality assurance, internal documentation, and workshops.
Essential Requirements:
  • Proven experience: A significant track record of success in a client service leadership role, ideally within a fast-paced and demanding environment (e.g., technology, finance, e-commerce).
  • Team management expertise: Demonstrated ability to lead, motivate, and develop a high-performing client service team.
  • Operational excellence: Strong understanding of client service operations and key performance indicators (KPIs).
  • Communication and interpersonal skills: Excellent written and verbal communication skills, with the ability to build rapport with clients and stakeholders at all levels.
  • Problem-solving and analytical skills: Proven ability to analyze data, identify trends, and develop solutions to improve service quality and efficiency.
  • Collaboration and teamwork: A strong team player with the ability to work effectively with other departments (e.g., Service Design, Quality Assurance).
Estimated Salary:

$80,000 - $120,000 per annum, depending on experience.

Benefits:
  • Corporate benefits package
  • Truly inspiring culture, pleasant and informal work environment
  • Ongoing education & training programs
  • Opportunity to network and connect in corporate events
  • Global career opportunities

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