Customer Service Officer - Crypto

About the role

CFI Financial Group, an award-winning trading provider with offices in London, Larnaca, Beirut, Amman, Dubai and Port Louis, is hiring a Customer Service Officer for its crypto business. The role covers client support across channels, account and compliance questions, and continuous improvement of the customer experience.

Key responsibilities

• Deliver client support by phone, email, live chat and WhatsApp, personalising interactions and building strong relationships
• Meet and exceed KPIs such as CSAT, FTR, response time and quality standards
• Support clients with account opening, verification and funding queries, and ensure KYC, AML and regulatory compliance
• Communicate trading risks and product information clearly, and escalate high-risk cases according to compliance procedures
• Log interactions and client data in the CRM and follow data protection standards
• Contribute to customer insights (VOC) and CX transformation initiatives, including AI and automation tools

Required profile

• Bachelor's degree in business management
• Previous customer service, financial services or fintech experience is a strong advantage
• Understanding of crypto assets (BTC, ETH, altcoins), wallets (hot vs cold) and blockchain basics
• Basic understanding of financial markets (forex, CFDs)
• Ability to work in a 24/7 environment, with strong problem-solving skills and team spirit

Required skills

• Use of CRM and digital tools
• Knowledge of KYC, AML and compliance procedures

What we offer

• Competitive salaries and benefits
• A fast-growing multinational company with supportive, collaborative environment
• Opportunities for growth and development