Customer Success Officer

## About the Role As a Customer Success Officer at Libertex Group, you will play a pivotal role in ensuring the highest level of service excellence across multiple communication channels. Your primary focus will be on monitoring and improving the quality of customer interactions, identifying performance gaps, and driving continuous improvement within the Customer Support and Customer Care teams. You will be working closely with the Global Head of Customer Success to develop and optimize quality assurance processes and automated quality monitoring systems.

The Customer Success Officer role is critical in maintaining the company's high standards of customer service, regulatory compliance, and operational efficiency. You will be responsible for assessing communications against internal quality standards, compliance requirements, and customer service best practices. Your expertise in quality control will enable the company to refine its customer interaction processes, ultimately enhancing the overall customer experience.

The ideal candidate will have a strong understanding of Forex and CFD products, trading platforms, brokerage operations, and customer lifecycle management. You will be working in a fast-paced environment, where the ability to work independently, manage multiple priorities, and maintain attention to detail is paramount.

## What You Will Do - Conduct quality assessments of customer interactions across multiple communication channels, including live chats, emails, and phone calls - Perform regular quality reviews using automated monitoring tools and manual evaluation methodologies - Assess communications against internal quality standards, compliance requirements, regulatory expectations, and customer service best practices - Monitor the quality of interactions handled by Customer Support and Customer Care Teams - Identify performance gaps, recurring issues, and opportunities for process improvement - Provide detailed quality evaluations, reports, and actionable recommendations to team leaders and management - Conduct regular 1:1 coaching and feedback sessions with agents based on quality monitoring results - Support employee development by providing constructive feedback and guidance on communication quality and customer interaction standards - Prepare quality scorecards, performance reports, and trend analyses - Create, maintain, and update internal procedures, quality guidelines, evaluation criteria, and operational documentation in English - Participate in calibration sessions to ensure consistency and accuracy of quality assessments - Collaborate closely with the Global Head of Customer Success to drive continuous improvement initiatives - Contribute to the development and optimization of quality assurance processes and automated quality monitoring systems

## What We Are Looking For - Minimum 2 years of experience in a Quality Control, Quality Assurance, or Quality Monitoring role within a Forex, CFD, Brokerage, Financial Markets, or FinTech company - Strong understanding of Forex and CFD products, trading platforms, brokerage operations, and customer lifecycle management - Proven experience evaluating chats, emails, phone calls, and client interactions against established quality standards - Fluent English (C1-level) with excellent written and verbal communication skills - Strong business writing skills with the ability to create professional documentation, procedures, presentations, and operational guidelines in English - Experience conducting quality reviews, providing feedback, and coaching employees based on performance assessments - Excellent analytical, organizational, and problem-solving skills - Strong attention to detail and ability to work with large volumes of information - Experience using CRM systems, ticketing platforms, and quality monitoring tools - Ability to work independently and manage multiple priorities in a fast-paced environment

## Nice to Have - Experience with automated quality monitoring systems and tools - Knowledge of regulatory requirements and compliance standards in the fintech industry - Certification in quality assurance or a related field - Proficiency in additional languages, preferably those prevalent in the European market - Experience working in a multinational company with a diverse customer base

## Benefits and Perks - Quarterly bonuses based on Company performance - 24 working days of annual leave - Corporate events and team building activities - Udemy Business unlimited membership & language training courses - Professional and personal development opportunities - Opportunity to work with a pioneering fintech company - Collaborative and dynamic work environment - Flexible working hours and remote work arrangements - Access to cutting-edge technology and tools - Comprehensive onboarding process and ongoing support

- To stand out as a candidate, ensure your resume and cover letter highlight specific examples of quality assurance experience, particularly in the fintech industry.

• Familiarize yourself with Libertex Group's products and services to demonstrate your understanding of the company's operations and customer needs.
• Prepare to discuss your experience with quality monitoring tools, CRM systems, and your approach to coaching and feedback sessions.
• Be ready to provide examples of how you've driven continuous improvement initiatives in your previous roles.
• Research the current market trends in fintech and customer success to show your interest in the industry and potential for growth.
• Ensure your online profiles, such as LinkedIn, are up-to-date and showcase your skills and experience in quality assurance and customer success.
• During the interview, ask insightful questions about the company's approach to customer success, quality assurance processes, and opportunities for professional development.