We're Hiring: Customer Support Supervisor - Prop Trading
We're looking for an experienced Customer Support Supervisor to join our international Customer Support team and take ownership of a support shift.
You'll be responsible for team coverage, queue management, quality monitoring, coaching, escalations, and daily performance in a fast-paced customer support environment.
What You'll Do
•Manage support queues and first-response performance
•Ensure proper team coverage and smooth shift handovers
•Monitor conversation quality and coach Support Agents
•Handle complex and sensitive customer escalations
•Coordinate with Payouts, Risk, and Head of Support
•Track CSAT, response times, stranded chats, and other KPIs
•Identify performance issues and provide clear, constructive feedback
•Maintain a high standard of customer service and communication
What We're Looking For
•2+ years of written Customer Support experience
•Previous experience supervising or leading a support team/shift
•Experience in prop trading, or trading platforms is strongly preferred
•Strong written English and attention to detail
•Experience with Intercom or a similar helpdesk platform
•Strong problem-solving and decision-making skills
•Comfortable handling escalations, complaints, and sensitive cases
•Able to work independently and take ownership of shift performance
•Willingness to work 8 hours/day, 6 days/week, including weekends
🕐 Available Shifts
•London Shift: 07:00–15:00 WAT / 06:00–14:00 UTC
•New York Shift: 12:00–20:00 WAT / 11:00–19:00 UTC
•Asia Shift: 17:00–01:00 WAT / 16:00–00:00 UTC
Tuesday–Sunday = Working days | Monday = Off
🌍 Remote | Work from Anywhere
📈 Growth opportunities
💼 Fast-paced international environment
💰 Competitive salary
If you're an experienced support professional ready to take the next step into a Supervisor role, we'd love to hear from you.
📩 Apply by sending your CV to the contact provided.
