Full job description

We are seeking a Customer Support & Back Office Manager to join our team. In this role, you will be responsible for ensuring an exceptional customer experience while overseeing all back-office operations including KYC, payouts, and ticket management. You will play a key role in safeguarding our brand reputation and driving client satisfaction.

Key Responsibilities

• Handle customer inquiries across multiple channels (tickets, email, live chat, social media).
• Oversee KYC processes and validate trader accounts.
• Monitor and process payments, refunds, and withdrawal requests (payouts).
• Document and improve internal support procedures.
• Work closely with the Risk Manager to identify potential fraud or abuse.
• Prepare and maintain regular reporting on customer satisfaction, response times, and resolution rates.
• Contribute to the optimization of support tools, including CRM, helpdesk, and FAQ systems.

Requirements

• Excellent interpersonal and communication skills with a strong customer service orientation.
• Solid organizational and administrative skills, with strong attention to detail.
• Proficiency in CRM platforms such as Zendesk, HubSpot, or Freshdesk.
• Understanding of trading or fintech is a plus (internal training available).
• Ability to work under pressure and resolve disputes effectively.
• Professional English proficiency; fluency in French or Arabic is an asset.

Profile

• Bachelor’s degree (or equivalent Bac+2/3) in Business, Management, or Customer Relations.
• 2–3 years of professional experience in customer support (ideally within fintech, SaaS, or e-commerce).
• Independent, proactive, and solution-oriented.