Customer Support Executive

Orla Rose is partnering with an ambitious start-up set to disrupt the proprietary trading landscape. We're driven by a passion for innovation, a commitment to transparency, and a bold vision to empower capital market traders around the globe. Using cutting-edge, AI-driven technology, we provide traders with the opportunity to trade leveraged capital across derivatives like CFDs.

We’re searching for talented individuals to be part of a dynamic trading team and help us create a top-level customer experience for our traders worldwide. Our Customer Support team operates at the heart of our business. The service this team provides makes the difference to our customers.

The Customer Support Executive is responsible for providing exceptional support to retail traders, addressing their enquiries and issues through our ticketing system. You will play a crucial role in ensuring a positive customer experience and resolving problems efficiently whilst supporting our in-house and wider support team with day-to-day operations and process improvement. This position will require effective communication and collaboration with internal teams to address and resolve user concerns and ensure our customer support ecosystem is to the highest standard.

Responsibilities:

• Ticket Management: Respond to and manage a high volume of customer support tickets, aiming to resolve inquiries against KPIs accurately and efficiently.
• Complaint Resolution: Investigate, troubleshoot, and resolve customer issues related to our products and services. Provide clear and concise solutions to customer inquiries escalated within support.
• Customer Engagement: Interact with retail traders in a professional and friendly manner to address their concerns, answer questions, and guide them through processes as necessary.
• Documentation: Maintain detailed records of customer interactions, issues, and solutions to contribute to knowledge base and continuous improvement.
• Cross-Functional Collaboration: Engage in discussions with internal teams such as product development, technical support, and sales to identify and resolve customer issues effectively. Share feedback and insights from customers with relevant teams.
• Product Knowledge: Stay up-to-date on our products, services, and industry trends to provide accurate information and assistance to customers.
• Process Improvement: Share customer feedback with the team to help improve our products, services, and support processes.
• Quality Assurance: Ensure that the quality of customer interactions is maintained at a high standard and follows company guidelines and policies.

Who you are:

• You’re a natural problem-solver who thrives in high-energy environments. You’re someone who rolls up their sleeves, embraces challenges, and supports the team without hesitation.
• Customer Support experience: Previous experience in a customer support role, preferably in a fast-paced environment with a high volume of tickets.
• Excellent Communication: Strong written and verbal communication skills with the ability to explain complex concepts in a clear and understandable manner.
• Problem-Solving Skills: Proven ability to analyse issues, think critically, and provide effective solutions.
• Team Player: A collaborative mindset with the ability to work well within a team and communicate effectively with internal departments.
• Detail-Oriented: Strong organizational skills and attention to detail for maintaining accurate records and documentation.
• Adaptability: Ability to adapt to changing customer needs and a dynamic work environment.
• Customer-Centric: A genuine passion for delivering outstanding customer service and ensuring a positive customer experience.

Desirable:

• Experience in Fintech or with Forex/CFD trading
• Experience with Zendesk or other ticketing CRM platforms