Supervisor, Customer Success Team (Fintech)

TL;DR

Supervisor, Customer Success Team (Fintech): Leading a team of CX agents supporting hirify.global Financial Services Europe Ltd (CBFSE) in Cyprus, ensuring high-quality, compliant support across phone, chat, and email. Focus on monitoring and improving the quality and regulatory compliance of customer communications, aligning with CySEC / MiFID requirements.

Location: Based in Cyprus, with ability to support a shift pattern aligned to CBFSE operating hours and regulatory needs

Salary: €36.100 — €36.100 EUR

Company

hirify.global's mission is to increase economic freedom in the world by building the emerging onchain platform and the future global financial system.

What you will do

• Lead a team of CX agents and/or QA analysts supporting CBFSE customers across multiple channels, driving performance and ensuring compliant customer interactions.
• Own the CX quality assurance framework for Cyprus, driving continuous improvement in quality and compliance metrics.
• Review recorded communications to ensure interactions adhere to MiFID / CySEC standards.
• Provide structured feedback and coaching to CX agents, partnering with Training to address recurring gaps.
• Partner with Compliance, Legal, AML, and Operations to translate regulatory requirements into practical CX processes.
• Track and report CX quality and compliance KPIs for Cyprus, highlighting key trends, risks, and proposed improvements to senior stakeholders.

Requirements

• 3+ years of experience in customer support / customer experience within financial services, brokerage, trading, payments, or a similarly regulated environment.
• 1–2+ years of experience in a team lead, supervisor, or QA role, including coaching front-line staff and running structured quality reviews.
• Strong working knowledge of MiFID II / CySEC conduct-of-business requirements related to client communications.
• Holds (or is willing to obtain within a defined timeframe) relevant CySEC certification and MiFID/AML training as required for the role.
• Excellent written and verbal communication skills in English; ability to give clear, direct feedback and influence cross-functional partners.
• Based in Cyprus, with ability to support a shift pattern aligned to CBFSE operating hours and regulatory needs.

Nice to have

• Prior experience in a MiFID-regulated CX / QA / Compliance monitoring role.
• Advanced CySEC certifications and/or AML/Compliance qualifications.
• Experience supporting crypto, trading, or brokerage products, and familiarity with hirify.global products.
• Fluency in Greek or additional EU languages.

Culture & Benefits

• In-person participation is required throughout the year.
• Team and company-wide offsites are held multiple times annually to foster collaboration, connection, and alignment.
• Attendance is expected and fully supported.