About the job

About ZUPERCT INTERNATIONAL LIMITEDZUPERCT INTERNATIONAL LIMITED (Registration No. 8441119-1), incorporated in 2026 in the Republic of Seychelles, is an emerging global CFD (Contract for Difference) broker headquartered in Dubai, UAE. Founded by a team of seasoned finance professionals, ZUPERCT is committed to providing retail and institutional investors with efficient, transparent, and secure access to global financial markets.

• Key ResponsibilitiesManage the daily operations of the customer support team, including ticket handling, response quality, service efficiency, escalation management, and user satisfaction.
• Build and optimize customer support workflows based on user scale, business growth stage, support volume, product complexity, and service level requirements.
• Set up and improve support team structures, including role allocation, shift planning, service coverage, escalation paths, QA standards, and performance evaluation mechanisms.
• Lead, coach, and manage customer support specialists to ensure consistent service quality, timely response, and effective issue resolution.
• Handle escalated user issues, complex complaints, sensitive cases, and high-priority user requests in a professional and structured manner.
• Monitor key customer support metrics, including first response time, resolution time, ticket backlog, CSAT, user complaint rate, escalation rate, and support workload.
• Regularly collect, categorize, and analyze user feedback from customer support channels, tickets, communities, emails, live chat, and other user touchpoints.
• Prepare regular user experience feedback reports for the product team, highlighting recurring issues, product pain points, user friction, feature requests, and service improvement opportunities.
• Work closely with product, operations, compliance, marketing, sales, and technical teams to improve the end-to-end user experience and reduce repeated support issues.
• Build and maintain customer support knowledge bases, FAQ documents, internal SOPs, response templates, training materials, and issue-handling guidelines.
• Support user communication for product updates, system issues, policy changes, service interruptions, and other important user-facing matters.
• Identify opportunities to improve self-service capability, automation, support efficiency, and user education.

• RequirementsBachelor’s degree or above, 3–5 years of experience in customer support, customer success, user operations, service operations, or related roles for C-end products.
• Proven experience managing a customer support team, including team coordination, performance tracking, coaching, quality control, and issue escalation.
• Experience building or scaling customer support teams, workflows, or service systems according to user volume, business growth, and operational complexity.
• Strong English communication skills. English must be usable as a primary working language for user communication, internal reporting, cross-functional collaboration, and documentation.
• Strong understanding of C-end user service scenarios, including user complaints, account issues, onboarding questions, product usage problems, payment-related issues, and service recovery.
• Ability to translate user feedback into structured product insights and regularly provide actionable feedback to product and operations teams.
• Familiarity with customer support tools, ticketing systems, live chat tools, CRM systems, knowledge base tools, and user feedback management processes.
• Strong problem-solving ability, patience, service mindset, ownership, and attention to detail.
• Able to work in a fast-paced environment and manage multiple priorities across users, team members, and internal stakeholders.

• Preferred Qualifications Experience in fintech, trading platforms, brokerage, CFD, forex, crypto, payments, wealth management, securities, or other financial products.
• Experience serving overseas C-end users or working in an international customer support environment.
• Experience building customer support teams or service processes from 0 to 1.
• Familiarity with financial product user journeys, including registration, KYC, deposit, withdrawal, account security, trading-related inquiries, and complaint handling.
• Experience with tools such as Zendesk, Intercom, Freshdesk, Salesforce, HubSpot, LiveChat, Help Scout, Jira, Notion, or similar systems.
• Experience creating SOPs, user support playbooks, FAQ libraries, QA frameworks, and team training materials.
• Ability to analyze customer support data and generate regular service quality or user experience reports.