Teams at Stake

Manage complex internal and external complaint and dispute resolution matters (IDR/EDR) from assessment to final resolution. Liaise with Operations, Compliance, Risk, Legal and Customer Support, provide clear written decisions, identify trends and root causes, improve complaint handling processes, and ensure regulatory obligations and positive customer outcomes.

Provide outstanding multi-channel support for account management, trading, deposits/withdrawals and platform use. Investigate and resolve issues, de-escalate complaints, gather customer insights, recommend product and process improvements, collaborate cross-functionally, support compliance, and help scale and automate customer experiences.

The Customer Success Analyst serves as the first contact for customers, providing support, troubleshooting issues, and enhancing customer satisfaction through effective service. The role involves collaboration with various teams to improve processes and ensure compliance with regulations.