Client Success Specialist (Italian) (Fintech)

TL;DR

Client Success Specialist (Italian) (Fintech): Serve as primary point of contact for clients in FX, CFDs, and spread betting, delivering personalized support, managing inquiries, complaints, and trade validations with an accent on MT4 investigations, escalations, and compliance. Focus on collaborating with internal teams, ensuring KPI/SLA adherence, and providing expert knowledge on trading products and market conditions.

Limassol, Cyprus (hybrid). Must have appropriate rights and documentation for employment in Cyprus.

Company

Leading global provider of margin and deliverable Foreign Exchange, CFDs, and Financial Spread betting with offices in six regions.

What you will do

• Be primary point of contact for clients, addressing inquiries, concerns, and requests empathetically and professionally.
• Manage and follow up on client inquiries/complaints per internal policies and SOPs.
• Perform trade investigation/validation/affirmation for MT4 and escalate cash adjustments or compliance issues.
• Collaborate with Retail Services, Settlements, and Compliance teams for personalized client experience.
• Understand customer needs, convert feedback to management, and handle escalations to seniors/stakeholders.
• Ensure quality standards, regulatory compliance, and KPI/SLA achievement as SME on trading products/platforms.

Requirements

• Fluent Italian and proficient English (verbal and written).
• Appropriate rights and documentation for employment in Cyprus.
• Proven experience in customer service, preferably financial services.
• Excellent communication, empathy, problem-solving, and attention to detail.
• Team collaboration, multitasking in fast-paced environment.
• Proficiency in CRM/Service desk (Zendesk, Salesforce), computer literacy.
• Interest in financial markets, awareness of global news/trends.

Nice to have

• Fluent Spanish.

Culture & Benefits

• Competitive compensation.
• Extensive learning: professional training, certifications, soft skills.
• 21 annual leave days, 5 paid study days, 1 volunteer day.
• Subsidized gym membership, health insurance.
• Hybrid work for flexibility.

Hiring process

• Talent Acquisition Interview (45 min).
• Take Home Assessment (1 hour).
• Hiring Manager Interview (1 hour).
• Head of Department Interview (30 min).