Customer Services Team Lead
Skills
About This Role
About Us
As a fast-growing global trading platform and fintech group since 2019, BtcDana is committed to brilliance, transparency, and credibility, making trading smarter and more accessible.
BtcDana provides a secure and seamless trading environment for users worldwide.
With a comprehensive range of instruments across Forex, cryptocurrencies, shares, indices, metals, futures, and commodities, BtcDana delivers a low-cost, technology-driven trading experience.
The platform is trusted by more than 1,500,000 users across 150+ countries, including Europe, Asia, the Middle East, Africa, and Latin America, and its app has more than 10,000,000 downloads.
BtcDana strives to build an outstanding, transparent, and trustworthy platform.
Guided by a “customer-first” philosophy, the company has established efficient response mechanisms and a strong global customer service team, rapidly earning the confidence of investors worldwide.
We are looking for a customer-oriented and results-driven Customer Service Team Lead to oversee client support operations, enhance customer experience, and lead a high-performing customer service team in a fast-paced financial environment.
Key Responsibilities
- Build and maintain strong relationships with new and existing clients
- Provide suitable product solutions and ensure customer satisfaction
- Serve as the main point of contact for assigned clients and handle day-to-day client communications
- Manage multiple client cases and coordinate effectively with internal and external stakeholders
- Identify potential issues through customer feedback and collaborate with relevant departments for resolution
- Propose improvement strategies to optimize customer experience and operational efficiency
- Monitor team performance and ensure customer service KPIs are achieved
- Lead, guide, and motivate team members to maintain high service standards
Requirements
- Fluent in both English and Hindi (spoken and written)
- Bachelor’s Degree or equivalent working experience
- Minimum 5 years of experience in customer service, client management, retention, or related roles
- At least 2 years of leadership or team management experience
- Familiar with Customer Service KPIs and performance metrics
- Knowledge of Forex, Stocks, or Crypto trading industry is preferred
- Strong communication, negotiation, and problem-solving skills
- Strong analytical and reporting abilities with attention to detail
- Able to thrive in a fast-paced and performance-driven environment
What We Offer
- Competitive salary package with attractive incentives
- Career growth and leadership development opportunities
- Supportive and dynamic working environment
- Professional training and skill development opportunities
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