Why this role matters
As a Customer Support Technical Specialist, you will specialize in resolving trading-related complaints and act as a quality gatekeeper between L1 support and L2 complaints team. Your main goal is to ensure efficient, accurate resolutions and high client satisfaction while reducing invalid escalations through agent feedback and process improvements.
The role is based in our office in Uruguay Office. In case of relocation, we offer full relocation support for you and your family to make your move smooth and worry-free.
What you'll actually do
Complaint Resolution & Escalation Review
- Trading Complaints: Efficiently handle and resolve specific categories of trading-related cases with high accuracy.
- Escalation Validation: Review cases escalated to Level 2 (L2) to verify legitimacy and provide constructive feedback to Level 1 (L1) agents, reducing invalid escalations.
Client Communication & De-escalation
- Direct Outreach: Conduct callbacks for clients who disagree with initial L1 outcomes to clarify decisions and manage expectations.
- De-escalation: Apply empathy and conflict-resolution techniques to maintain client trust and minimize further L2 escalations.
Workflow & Backlog Management
- Backlog Monitoring: Track and manage case queues, PA forms, and social media complaints to ensure timely resolution.
- Prioritization: Allocate focus based on case age, client status, and urgency.
Process Improvement & Collaboration
- Feedback Loops: Partner with Training and Complaints teams to highlight knowledge gaps and recurring issues.
- Quality Optimization: Share insights and suggestions to refine internal processes, tooling, and training materials.
Operational Support & Mentorship
- Leadership Assistance: Support Team Leads in monitoring daily workflows, backlogs, and ad-hoc task distribution.
- Team Onboarding: Assist with onboarding and peer knowledge transfer to strengthen overall team capability.
Who we’re looking for
- Bachelor’s Degree or Diploma in Business Administration, Finance, or a related field.
- Senior Support Agent experience with a proven track record of strong performance, autonomy, and problem-solving ability in high-paced environments.
- Deep understanding of trading mechanics, order execution, trading complaints, industry trends, and regulatory requirements.
- Proficiency in internal trading tools (BO, TOMS, MT, Exness platform) and CRM systems.
- Skilled in reading and interpreting trading logs, order histories, and technical data.
- Excellent client-facing communication skills with a focus on empathy and conflict de-escalation for sensitive or disputed outcomes.
- Analytical mindset with strong decision-making autonomy and high personal accountability.
- Commitment to client-centricity, prioritizing customer satisfaction even during complex disputes.
- Proactive approach to continuous improvement, identifying process gaps and supporting peer knowledge transfer.
- Proven ability to collaborate cross-functionally with L1 agents, L2 Technical/Dealing teams, and Training departments.
- Flexibility to work non-traditional hours to support a global client base.
What your journey looks like
- Intro call with Recruiter (30 minutes)
- English check (if needed)
- Tech interview
- Final interview (45 minutes)
Please apply using your company email address and ensure to disclose any existing Conflict of Interest you may have.
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Thank you!
