Supervisor, Customer Success Team

This is a fully remote position, open to applicants in Cyprus.

📋 Description

• Supervise a team of customer experience agents and quality assurance analysts who assist CBFSE clients via phone, chat, and email, enhancing performance and ensuring regulatory compliance across all communication channels.

• Take ownership of the customer experience quality assurance framework for Cyprus, which encompasses scorecards, sampling methodologies, and calibration sessions, while promoting ongoing enhancements in quality and compliance metrics.

• Evaluate recorded customer interactions to confirm compliance with MiFID and CySEC conduct-of-business regulations, including risk warnings, disclosure obligations, and the prohibition of unauthorized investment guidance.

• Collaborate with Compliance, Legal, AML, Operations, and Training teams to convert regulatory requirements into actionable customer experience processes, scripts, and knowledge base material, while coaching agents based on QA outcomes.

• Handle customer and regulatory-sensitive escalations through root-cause analysis and corrective actions, and communicate CX quality and compliance KPIs to senior stakeholders, including trend analyses and recommendations for improvement.

⛳️ Requirements

• A minimum of 3 years of experience in customer support or customer experience within the financial services sector, brokerage, trading, payments, or a similar regulated field, including 1-2 years in a leadership, supervisory, or QA role with direct coaching duties.

• Proficient understanding of MiFID II and CySEC conduct-of-business standards for client communications, which includes clear, fair, and not misleading guidelines, disclosures, and complaint management.

• Possesses or is willing to obtain relevant CySEC certification (e.g., Basic or Advanced Examination) and MiFID/AML training within a specified timeframe.

• Proven ability to analyze QA data, recognize compliance trends, and convert insights into structured coaching and process enhancements.

• Residing in Cyprus with the flexibility to support shift patterns that align with CBFSE operating hours and regulatory requirements.

• Employs generative AI in a responsible manner, ensuring human oversight to produce business-ready results and facilitate measurable enhancements in workflow efficiency, cost, and quality.

🏝️ Benefits

• Total compensation may also include equity, bonus eligibility, and benefits such as medical, dental, and vision coverage.