Location: Dubai, UAE (Office-based – Business Bay)

We are supporting a growing Forex proprietary trading firm in Dubai in the search for a Customer Service Team Leader to oversee and develop a high-performing support team.

This role is ideal for someone with strong leadership skills and a solid background in customer service within Forex, trading, or financial services environments.

Responsibilities

• Lead, manage, and motivate the customer service team to ensure high performance and service quality

• Monitor daily operations and ensure timely and effective resolution of client inquiries

• Handle escalations and provide solutions to complex customer issues

• Train, coach, and develop team members to improve performance and product knowledge

• Implement and improve customer service processes and workflows

• Monitor KPIs such as response times, resolution rates, and customer satisfaction

• Collaborate with internal teams (trading, compliance, tech) to resolve client issues efficiently

Requirements

• Previous experience in a Customer Service Team Leader or Senior Customer Support role

• Strong background in Forex, trading, or financial services

• Experience managing teams and handling escalations

• Excellent communication and problem-solving skills

• Ability to work in a fast-paced, performance-driven environment

• Comfortable working on-site in Dubai (Business Bay)

A hands-on leader who can balance team management with operational involvement, ensuring a high-quality client experience while driving continuous improvement within the support function.