Customer Service Team Leader – Forex Trading

About the role

We are supporting a fast‑growing proprietary Forex trading firm in Dubai and are looking for a Customer Service Team Leader to build and manage a high‑performing support team. The role combines hands‑on operational involvement with strategic team leadership to ensure an exceptional client experience.

Key responsibilities

• Lead, motivate and develop the customer service team to achieve performance targets and high service quality.
• Monitor daily operations, ensuring timely resolution of client inquiries and handling escalations.
• Train and coach team members on product knowledge, processes and best practices.
• Implement and continuously improve service workflows and KPI tracking (response times, resolution rates, satisfaction).
• Collaborate with trading, compliance and technology teams to resolve complex client issues efficiently.

Required profile

• Proven experience as a Customer Service Team Leader or Senior Support Manager.
• Strong background in Forex, trading or financial services environments.
• Demonstrated ability to manage teams, handle escalations and drive performance in a fast‑paced setting.
• Excellent communication and problem‑solving skills.
• Willingness to work on‑site in Dubai’s Business Bay district.

Required skills