Client Support Analyst – FX & CFDs

About the role

ThinkMarkets is seeking a Client Support Analyst to provide first‑line assistance for its FX and CFD trading platforms. The role involves interacting with high‑net‑worth clients, troubleshooting platform issues, and ensuring a seamless trading experience.

Key responsibilities

• Act as the primary point of contact for client inquiries via email, phone, live chat and CRM tools.
• Guide clients through ThinkTrader, MT4, MT5 and other trading platforms, handling navigation, troubleshooting and product queries.
• Record all interactions in Salesforce or equivalent CRM, maintaining accurate case logs.
• Collaborate with Trading Operations, Payments, Compliance and IT teams to resolve complex issues.
• Analyse client feedback to propose service improvements and operational enhancements.
• Support onboarding of new clients, including account verification and platform setup.
• Meet KPIs such as response time, CSAT, case resolution and first‑contact success.
• Identify cross‑sell opportunities based on client trading behaviour.

Required profile

• Bachelor’s degree in Finance, Mathematics, Economics or a related field from a recognised university (mandatory).
• Minimum 48 months of experience in client support or financial services.
• Strong communication skills and confidence engaging high‑net‑worth clients.

Required skills

• Salesforce
• cTrader
• ThinkTrader
• Zendesk
• Intercom
• MetaTrader 4 (MT4)
• MetaTrader 5 (MT5)
• Freshdesk
• Confluence
• JIRA

What we offer

• Opportunity to work with cutting‑edge trading technology in a global fintech environment.
• Professional development and career growth within a fast‑growing company.