About the Client
Our client is an international IT services company. It provides technical support, software development, project management, and quality assurance for businesses.
Role Overview
Take ownership of a developing team's response to complex partner and trading issues. You will improve how requests are resolved, strengthen activity monitoring, and help the team deliver consistent service. The role combines people management, hands-on problem-solving, and cross-functional work.
Key Responsibilities
•Lead a team of ~10 specialists: plan workload, schedule shifts, track KPIs.
•Train and mentor team members and onboard new hires.
•Oversee the CERD team handling partner (IB/affiliate) and dealing tickets, ensuring timely resolution and compliance with procedures and service standards.
•Act as the escalation point for partner and client complaints, disputes, and complex trading and technical tickets.
•Resolve technical and trading issues together with Risk, Back Office, IT, and other departments.
•Set up and oversee partner and client activity monitoring with Risk Management to detect fraud, abuse of commission schemes, and irregular trading.
•Streamline internal procedures and deliver improvement projects, including research and testing.
Requirements
•2+ years of experience in back-office operations, operations management, or team leadership, preferably in financial services, fintech, or brokerage.
•Experience handling escalated complaints, disputes, and complex trading tickets.
•Solid knowledge of financial markets and digital asset trading.
•English C1 (written and spoken); Russian is a plus.
•Hands-on Microsoft Excel skills.
•Bachelor's degree in Finance, Economics, or Mathematics is a big plus.
•SQL, scripting, or CRM experience is an advantage.
Key Soft Skills
•Problem-solving and analytical skills.
•Sound decision-making and composure under pressure.
•Organisation and time management.
What We Offer
•Comprehensive training, mentorship, and ongoing professional development.
•Work in a friendly, multicultural team of professionals.
•Advanced health insurance after the probation period.
•Coverage of gym, pool, or other sports activities.
•A cosy office in the centre of Riga.
•Great corporate events.
