Supervisor, Customer Success Team

📋 Description

• Lead CX agents and QA analysts across phone, chat, and email, driving performance.
• Own the CX QA framework for Cyprus, including scorecards, sampling, and calibration.
• Review recordings to verify MiFID/CySEC compliance, including warnings and disclosures.
• Partner with Compliance, Legal, AML, Ops, and Training to translate regs into CX processes.
• Coach agents on QA outcomes.
• Manage escalations through root-cause analysis; report CX KPIs with trends.

🎯 Requirements

• 3+ years in customer support/CX in financial services; 1–2+ years in team lead or QA.
• Working knowledge of MiFID II and CySEC conduct-of-business standards.
• Willing to obtain CySEC certification (Basic/Advanced) and MiFID/AML training.
• Ability to analyze QA data and translate findings into coaching and improvements.
• Based in Cyprus with shifting hours to align with operating needs.
• Uses generative AI responsibly with human oversight.

🎁 Benefits

• Remote-first culture with quarterly in-person surges in Cyprus.
• Equal Opportunity Employer.
• Opportunities for regulatory compliance training and career development.