Client Support Team Lead/ Manager Torino

Client Support Team Lead/ Manager
Torino
Piemonte, Torino

About Us**:

We are a financial services platform operating the Oval Money and ETX Capital brands.

Founded in 1965, we are regulated in the UK by the Financial Conduct Authority (FCA) and in Europe by the Cyprus Securities and Exchange Commission (CySEC) and have office locations in London UK, Limassol Cyprus, and Turin Italy.

Our platforms offer clients a simplified and user-friendly experience supporting all their financial needs from investing and trading securities, OTC derivatives (CFDs), and cryptocurrencies to goals

- based automated savings wallets and enabling payments through our debit cards.

**In this Role you will**:

- Manage a team of 4 initially but we are growing.

- Be responsible for the overall direction, coordination, and evaluation of the team through regular 121s and performance reviews.

- Constantly analyze and improve strategies/processes along with developing and implementing short

- and long-range goals to meet the company and clients' needs for our save, pay and invest services offered via the Oval app.

- Build a strong customer relationship management strategy to ensure customer satisfaction.

- Coordinate activities with other departments to improve the service and financial opportunities offered.

- Responsible for the day-to-day operations, coaching and development of the team.

- Establishing and monitoring service KPIs and trends.

- Monitoring and analyzing results to achieve customer promise expectations.

- Lead on-site meetings and trainings.

- Solve complex customer service issues and proactively head off negative service trends.

- Hire and train new starters in client support.

**Your Profile and Mindset

- Radical thinking paired with strong execution - can envision a world different than the status quo with the ability to articulate a clear path to get there.

- Self-motivated, with excellent written and verbal communication skills.

- Ambitious, positive and approachable.

- Creative problem solver - able to identify real obstacles and viable solutions.

- Ready to get hands dirty and do whatever is necessary to ensure success.

- Outcome oriented; you articulate the desired outcome and work collaboratively to create a path to achieve it.

**Requirements**:

- 1+ year people management experience in customer service field.

- 1+ year experience working in an financial services field - EMI or Crypto preferred.

- Excellent time-management, organizational and prioritization skills.

- Strong attention to detail and excellent problem-solving skills.

- Effectively manage multiple projects and priorities in a fast-paced environment.

- Experience in using Customer Support tools, procedures, processes and metrics.

- Excellent communication skills.

- Fluent English and Italian (written and spoken).

- Ability to professionally manage escalation.

- Critical-thinker and problem-solver.

- Team player.

LI-KD1