Customer Service Team Lead – Crypto

About the role

CFI Financial Group is seeking a Customer Service Team Lead specialized in crypto to drive a customer‑centric culture across its global trading platforms. You will oversee a team of Customer Service Officers, ensure compliance with regulatory standards, and act as the escalation point for high‑value client cases.

Key responsibilities

• Maintain service excellence by meeting SLAs, monitoring client interactions, and ensuring empathy and accuracy in communications.
• Lead, coach, and develop a team of Customer Service Officers, tracking KPIs such as QA scores, adherence, productivity, CSAT and NPS.
• Optimize day‑to‑day operations, analyze contact drivers, and improve staffing and workflow efficiency.
• Collaborate with Dealing, Compliance, Risk, Payments, and IT to resolve client issues and align on escalation frameworks.
• Ensure all interactions meet regulatory and compliance standards for entities like UAE and Cyprus, maintaining audit‑ready records.
• Identify operational gaps, leverage VoC insights, and implement process improvements to enhance client satisfaction.

Required profile

• Proven experience leading a customer service team in a fast‑paced environment.
• Strong understanding of crypto trading and related regulatory requirements.
• Ability to manage high‑value client escalations and maintain high service standards.
• Excellent analytical skills to interpret contact trends and drive operational improvements.

Required skills