Customer Support Officer

Welcome to the company, a global financial pioneer established in 2005 in California and now headquartered in Dubai, UAE. We specialize in delivering cutting-edge trading technology, unparalleled liquidity, and exceptional customer service. Our extensive range of financial products includes Forex, Metals, Shares, Indices, Commodities, and Cryptocurrency CFDs. We have a thriving community of over 2 million clients across 100 countries, contributing to a daily trading volume exceeding US$ 35 billion. As a heavily regulated institution overseen by 18+ financial regulators globally, and a recipient of over 80 financial awards, the company is devoted to innovation, excellence, and empowering our clients to achieve their financial goals.

We are seeking a Customer Support Officer to serve as the primary point of contact for the company clients, delivering prompt, accurate, and professional assistance across multiple channels. The role combines front-line service with operational support, guiding clients through account opening and verification, resolving account-related queries, and helping users navigate the company's trading platforms with ease.

The Customer Support Officer ensures that every client interaction reflects the standards of a globally regulated institution. This position suits a service-driven professional who communicates clearly, manages competing priorities calmly, and takes ownership of each enquiry through to resolution.

Responsibilities:

• Act as the first point of contact for client inquiries via live chat, email, telephone, and in-platform support channels, responding within defined service-level targets.
• Guide new clients through the onboarding process, including account registration, document submission, and Know Your Customer (KYC) verification.
• Assist clients with various account-related matters and provide support on the MetaTrader 4, MetaTrader 5, and company's trading platforms.
• Address questions relating to Forex, CFD, commodity, index, equity, and digital-asset products.
• Investigate and resolve client issues at first contact where possible and escalate as needed.
• Maintain accurate records of all client interactions using CRM and ticketing systems.
• Identify recurring client concerns and contribute feedback to improve processes and client experience.
• Collaborate with internal teams to resolve cross-functional matters.
• Adhere to internal procedures, data protection requirements, and regulatory standards.

Required Qualifications:

• Bachelor's degree in business, finance, economics, communications, or related field; equivalent practical experience will be considered.
• Experience in customer service, client support, or contact-centre roles, preferably in a fast-paced environment.
• Fluency in either English or Arabic; strong written and spoken communication in the working language.
• Proficient in using computer systems, including CRM tools and standard office applications.

Preferred Qualifications:

• Knowledge of MetaTrader 4 (MT4) and MetaTrader 5 (MT5) or similar trading platforms.
• Familiarity with Forex and CFD products.
• Experience in KYC processes within a regulated firm.
• Fluency in additional languages is a strong advantage.

Core Competencies:

• Communication and interpersonal skills
• Customer-focused mindset
• Problem-solving abilities
• Attention to detail
• Composure under pressure
• Time management skills
• Reliability and professionalism
• Collaboration capabilities

Why Join Us?

• Work with one of the world’s leading financial derivatives institutions.
• Competitive salary plus performance-based incentives.
• Dynamic, international, and fast-growing environment.
• Strong opportunities for career progression within a global financial group.
• Be part of a business committed to innovation, excellence, and long-term growth.

The company is an equal opportunity employer. We welcome applications from candidates of all backgrounds and do not discriminate based on nationality, gender, age, religion, or disability.