Client Support Analyst- FX / CFDs

ThinkMarkets is a global financial technology company, specializing in providing multi-asset trading solutions to thousands of clients around the world. With our flagship ThinkTrader platform, we make it available for our clients to trade the world 24-hours a day. Our mission is to bridge the gap between traders, investors, and platforms by allowing access to global markets and thousands of products thus providing our clients the ability to trade the world in the palm of their hand. We use the latest technologies to give traders seamless access to our proprietary trading platforms. 

We are looking for a dynamic and commercially minded Client Support Analyst who can deliver exceptional service while contributing to the company’s growth. The ideal candidate will have a strong academic background in finance or mathematics, hands-on experience with trading platforms, the confidence to engage high-net-worth (HNW) clients, and exceptional communication skills. 

Key responsibilities:  

• Serve as the primary point of contact for clients, ensuring a seamless and exceptional customer experience across all touchpoints. 

• Provide expert support on trading platforms (e.g., MT4, MT5, ThinkTrader), assisting clients with navigation, troubleshooting, and product understanding. 

• Manage client inquiries via email, phone, live chat, and CRM platforms, ensuring timely, accurate, and professional responses. 

• Build strong client relationships by understanding their needs and proactively addressing issues to enhance satisfaction and retention. 

• Collaborate with internal teams (Trading Operations, Payments, Compliance, IT) to resolve complex client cases efficiently. 

• Maintain detailed and accurate records of client interactions and follow-ups using Salesforce or similar CRM systems. 

• Analyze client feedback and trends to identify opportunities for service improvement and operational enhancements. 

• Support the onboarding of new clients, including platform setup, account verification guidance, and product education. 

• Achieve individual and team KPIs, including response times, CSAT, case resolution, and first-contact success. 

• Identify opportunities to cross-sell or recommend relevant ThinkMarkets products based on client engagement and trading behaviour. 

Key Requirements  

• Bachelor’s degree in Finance, Mathematics, Economics, or equivalent (mandatory), from a recognized university. 

• Additional certifications in FX trading, financial markets, fintech, or risk are beneficial. 

• Minimum of 4 years’ experience in client services, account management, or trading support within FX/CFD or financial services.

• Strong understanding of FX, CFDs, commodities, indices, cryptocurrencies, and trading concepts such as leverage, margin, order types, and executions. 

• Hands-on experience using or supporting platforms such as MT4, MT5, cTrader, ThinkTrader, or similar. 

• Proficiency with Salesforce, CRM systems, live chat tools, and digital communication channels. 

• Familiarity with ticketing and support tools such as Zendesk, Freshdesk, Intercom, or similar. 

• Exposure to workflow and documentation tools such as JIRA, Confluence, or other BA/technical systems (preferred). 

• Ability to work with dashboards, client analytics, or reporting tools is a strong advantage. 

• Excellent spoken and written English; additional languages are a plus. 

• Strong interpersonal skills with the ability to communicate clearly and professionally under pressure. 

• Strong commercial awareness with the ability to spot opportunities, understand client lifetime value, and contribute to activation and retention strategies. 

• High attention to detail and ability to manage competing priorities in a fast-paced, global environment. 

• Strong problem-solving skills and a proactive attitude toward client service excellence. 

• Ability to work shifts, including weekends and holidays.