Senior Back Office & Customer Support - Forex Broker

Job Title: Senior Back Office & Customer Support
Employee Location: Cyprus/ Remote
Company: Opal Markets Group Type: Full-time

About Us
Opal Markets Group encompasses a number of forex broker companies regulated in Seychelles and other jurisdictions. With a strong foundation in the industry, it has the vision of becoming a top global broker and it is attracting talents from the best companies of the world.

Job Overview
We are seeking a Senior Back office & Customer Support Employee to lead and optimize our back-office operations and customer support team. This role is critical in ensuring seamless trade processing, compliance with regulatory requirements, and delivering exceptional customer service. The ideal candidate will have extensive experience in forex brokerage operations, a strong understanding of KYC/AML procedures, and a customer-centric approach.

Key Responsibilities
Back Office Operations:
• Oversee client onboarding, KYC/AML verification, and account maintenance.
• Ensure accurate and timely processing of deposits, withdrawals, and internal transfers.
• Monitor and optimize operational workflows to improve efficiency and compliance.
• Coordinate with compliance and risk management teams to adhere to regulatory requirements.
• Manage reporting, reconciliation, and data integrity related to client transactions.

Customer Support Management:
• Lead and develop the customer support team to provide top-tier client service.
• Establish and maintain service level agreements (SLAs) to ensure prompt response times.
• Resolve escalated client issues, complaints, and disputes efficiently.
• Implement customer support tools and automation to enhance client experience.
• Monitor client feedback and implement strategies to improve overall service quality.

Team Leadership & Collaboration:
• Recruit, train, and manage a high-performing back-office and support team.
• Work closely with IT, compliance, finance, and trading departments to ensure smooth operations.
• Develop and enforce policies, procedures, and best practices for back-office and support functions.
• Stay updated on industry trends, regulatory changes, and technological advancements.

Requirements
• Proven experience in a senior back-office or customer support role within a forex brokerage.
• In-depth knowledge of forex trading platforms (MT4/MT5, cTrader, etc.), KYC/AML regulations, and payment processing.
• Strong leadership skills with experience managing teams.
• Excellent problem-solving, analytical, and decision-making abilities.
• Exceptional communication and interpersonal skills.
• Proficiency in CRM and back-office systems used in forex trading especially FXBO.
• Ability to work in a fast-paced, dynamic environment and handle high-pressure situations.

Preferred Qualifications
• Experience working with international clients and multiple regulatory jurisdictions.
• Fluency in multiple languages is a plus.
• Strong understanding of risk management in forex trading.

What We Offer
• Competitive salary and performance-based incentives.
• Career growth opportunities in a rapidly expanding forex brokerage.
• A collaborative and dynamic work environment.

Note: We are looking for candidates with knowledge of FX Back Office CRM software. Preference will be given to candidates with this experience. 

If you have the expertise and leadership skills to enhance our back-office operations and customer support, we’d love to hear from you. Apply now and be part of a growing team in the forex industry!