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Head of Customer Care (Dealing with Clients)

We are seeking an experienced and dynamic individual to fill the role of Head of Client Relationship Department. The successful candidate will be responsible for overseeing client relationship management, developing and implementing processes, setting KPIs, automating workflows, creating educational plans, and managing the day-to-day operations of the department. The candidate should have proven management experience in liquidity providers, prime brokers, and enterprise fintech companies.

Location

Remote

level

C-Level

Department

Sales

Type

Full-time

About company

Our client is a liquidity and technology provider of solutions for the crypto and foreign exchange (FX) industry. The company specializes in the sphere of B2B services and products, catering to a wide range of clients including large licensed brokers, crypto exchanges, crypto brokers, forex brokers, hedge and crypto funds, and professional managers. B2Broker’s advanced base of ready-to-use technical solutions enables brokers to save time and money on consuming infrastructure projects and focus on enlarging their client base and increasing their revenues.

Requirements

Proven management experience in liquidity providers, prime brokers, enterprise fintech companies, and investment banks no less than 5 years;
Higher degree in a relevant field (e.g., Business, Finance, or related discipline);
Strong understanding of the financial services industry and trading platforms;
Excellent communication and interpersonal skills;
Demonstrated ability to lead and motivate a team;
Analytical mindset with a focus on data-driven decision-making;
Native English. Knowledge of Spanish/Arabic will be an advantage.

Responsibilities

Process Development:
Create and optimize processes related to client onboarding, support, and communication. Establish efficient workflows for client relationship management and preparing of Standard operation instructions;
KPI Setting and Evaluation:
Define key performance indicators (KPIs) for the department and regularly evaluate their achievement. Analyze data and provide insights to improve client satisfaction and business outcomes;
● Automation:
Identify opportunities for process automation to increase efficiency and reduce manual work. Oversee the implementation of automated solutions to streamline client-related workflows;
● Education and Training:
Develop a comprehensive education plan for clients to enhance their understanding of our products and services. Conduct training sessions and workshops to educate clients and internal teams;
● Daily Operations Management:
Manage the day-to-day operations of the Client Relationship Department. Ensure timely and accurate resolution of client inquiries and issues;
● Result Monitoring:
Monitor and analyze departmental performance results. Implement improvements based on performance metrics (which need to be implemented) and feedback.

Perks & Benefits

Bonus based on performance.
Gaining valuable experience in a team of professionals in a company that leads the industry. The ability to grow both within the department and horizontally in other areas.
Corporate parties – events to socialize with our dynamic multicultural team.
Providing technical equipment.

Head of Customer Care (Dealing with Clients)

About company

Requirements

Responsibilities

Perks & Benefits

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