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For Companies At a Glance
- Tasks: Lead a team to provide top-notch technical support and resolve client issues.
- Company: Join Interactive Brokers, a global leader in financial services and technology.
- Benefits: Enjoy competitive salary, performance bonuses, and career development opportunities.
- Other info: Hybrid work model with great perks like daily lunches and health plans.
- Why this job: Make a real impact in a dynamic environment while enhancing client experiences.
- Qualifications: Experience in client support and leadership, with a passion for tech problem-solving.
The predicted salary is between 50000 - 60000 £ per year.
Company Overview
Interactive Brokers Group, Inc. (Nasdaq: IBKR) is a global financial services company headquartered in Greenwich, CT, USA, with offices in over 15 countries. We have been at the forefront of financial innovation for over four decades, known for our cutting‑edge technology and client commitment. IBKR affiliates provide global electronic brokerage services around the clock on stocks, options, futures, currencies, bonds, and funds to clients in over 200 countries and territories. We serve individual investors and institutions, including financial advisors, hedge funds and introducing brokers. Our advanced technology, competitive pricing, and global market help our clients to make the most of their investments.
About the role
As a Client Technical Support Supervisor at Interactive Brokers, you will play a crucial role in leading and supervising a team of client support professionals to ensure exceptional technical assistance and client service to our clients. This role requires effective communication skills to manage and resolve complex technical issues faced by our clients. If you have initiative and are motivated, analytical and methodical, enjoy working with people, this position will challenge and reward you.
Responsibilities
- Lead, mentor, and guide a team of Technical Assistance Client Support Representatives, fostering a positive and collaborative team environment.
- Oversee the troubleshooting and resolution of complex technical issues related to trading platforms, account setup and software functionalities.
- Communicate professionally and effectively with clients, acting as an escalation point and providing clear and concise solutions to their technical problems while maintaining high client satisfaction.
- Identify areas for process improvement within the technical support workflow, proposing and implementing strategies to enhance efficiency and effectiveness.
- Develop and conduct training sessions for team members, ensuring they are up‑to‑date.
- Monitor and analyze key performance metrics to ensure the team meets or exceeds defined service level agreements (SLAs).
- Manage and escalate critical technical issues to appropriate internal teams while keeping clients informed about issue resolution progress.
- Ensure accurate documentation of client interactions, technical issues, and resolutions in internal systems.
- Prepare and present regular reports to management, highlighting team performance, trends in technical issues, and areas for improvement.
Requirements
- Bachelor’s degree preferred (STEM fields), a valid IT certification, or equivalent experience of no less than five years.
- Three‑plus years in a client‑facing support role.
- Five‑plus years of experience working with Windows, Macs, software and connectivity support.
- Previous experience in a supervisory, team lead or technical lead role demonstrating effective leadership and coaching skills.
- Ability to work flexibly under pressure.
- Excellent communication and interpersonal skills, with the ability to interact professionally with clients and internal stakeholders.
- Motivating communicator capable of commanding respect from partners and peers.
- Experience working with support ticketing systems (knowledge of Confluence/JIRA is a plus).
- Adaptable to a constantly evolving technical environment.
- Initiative and desire to learn new skills/technologies and remain current with the latest trends.
- Passion for solving technical problems.
Languages: Fluency in English is a must. Proficiency in any other language is a plus. Experience with financial products and services is a plus.
Location and Hours
20 Fenchurch Street, London, EC3M 8AF 8:00 am – 5 pm, Monday – Friday (currently a Hybrid model)
Benefits
- Career support and development
- Salary commensurate with experience
- Performance‑based discretionary cash bonus scheme
- Discretionary stock grant
- Group Life Assurance cover
- Group Income Protection
- Occupational pension scheme based on gross earnings
- Annual leave above the statutory minimum, increasing with service
- Daily company‑paid lunch and healthy snack options (when working from the office)
- Access to Private Medical Insurance, Dental Plan, and/or Health Cash Plan (including dependants)
- Travel season ticket loans
- Cycle to work scheme
* Subject to successful completion of the probation period
Interactive Brokers is an Equal Opportunity Employer committed to providing a diverse, equitable, and inclusive workplace for its employees. Interactive Brokers (UK) is committed to promoting, monitoring, and implementing best practices, policies, procedures, and culture in adherence to the FCA Consumer Duty.
Client Technical Support Supervisor (Additional languages preferred) employer: Interactive Brokers Group, Inc.
Contact Detail:
Interactive Brokers Group, Inc. Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Client Technical Support Supervisor (Additional languages preferred)
✨Tip Number 1
Network like a pro! Reach out to current employees at Interactive Brokers on LinkedIn or other platforms. A friendly chat can give you insider info and maybe even a referral!
✨Tip Number 2
Prepare for the interview by brushing up on your technical knowledge and client support skills. Think of real-life examples where you've solved complex issues, as these will impress the hiring team.
✨Tip Number 3
Show off your language skills! If you speak any additional languages, make sure to highlight them during your conversations. It could set you apart from other candidates.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows you’re genuinely interested in joining our team.
We think you need these skills to ace Client Technical Support Supervisor (Additional languages preferred)
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter for the Client Technical Support Supervisor role. Highlight your relevant experience in client-facing support and any leadership roles you've held. We want to see how you can bring your unique skills to our team!
Show Off Your Tech Skills: Since this role involves troubleshooting complex technical issues, don’t forget to mention your experience with Windows, Macs, and any software support. If you’ve worked with support ticketing systems like Confluence or JIRA, make that clear too. We love tech-savvy candidates!
Communicate Clearly: Effective communication is key in this role, so ensure your application reflects your ability to convey information clearly and professionally. Use straightforward language and structure your thoughts logically. We appreciate clarity just as much as you do!
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it shows you’re proactive, which is a quality we value at StudySmarter!
How to prepare for a job interview at Interactive Brokers Group, Inc.
✨Know Your Tech Inside Out
As a Client Technical Support Supervisor, you'll need to demonstrate your technical prowess. Brush up on the trading platforms and software functionalities mentioned in the job description. Be ready to discuss how you've resolved complex technical issues in the past.
✨Showcase Your Leadership Skills
This role requires effective leadership, so think of examples where you've successfully led a team or mentored colleagues. Prepare to share how you foster a positive team environment and handle conflicts, as this will show your potential employer that you're the right fit for their dynamic team.
✨Communicate Clearly and Professionally
Effective communication is key in this role. Practice articulating your thoughts clearly and concisely. You might be asked to explain a technical issue to someone without a tech background, so be prepared to simplify complex concepts while maintaining professionalism.
✨Be Ready to Discuss Process Improvements
The job involves identifying areas for process improvement. Think about past experiences where you've implemented changes that enhanced efficiency. Be ready to propose ideas during the interview, showing that you're proactive and committed to continuous improvement.