Your role at Startup:
Since 2022, we've been developing advanced payment solutions and enhancing security. Our products enable partners to accept payments from clients across various regions seamlessly.
We are looking for a Support Lead to join our team and become our customers' first point of contact. You will start as the sole support specialist, setting the foundation for all support operations and working closely with Product, Engineering, and Compliance teams. Later, you’ll take ownership of building and leading the entire support function — from hiring the team to defining scalable processes.
We're looking for someone who’s customer-obsessed, hands-on, and ready to take full responsibility for the support experience, ensuring timely, empathetic, and professional service at every step of the client journey.
This is an on-site role based in our office in Limassol, Cyprus.
Support environment:
- Support channels:
Live chat (backoffice requests)
Email - Ticketing & communication tools: Backoffice, Jira
- Knowledge base: Confluence
- Product stack you’ll support: P2P crypto platform
- Region of coverage: Global, with initial focus on India
You will:
- Own all aspects of client support operations in the early stage: respond to client inquiries, process requests, and resolve issues independently
- Ensure professional and timely handling of support cases across all communication channels
- Escalate technical and compliance-related issues to the appropriate internal teams via Jira
- Verify customer documents for KYC/AML checks based on regional guidelines
- Set up and maintain the internal support knowledge base and documentation
- Define and track KPIs, report on metrics, and propose improvements to the support workflow
- Hire, onboard, and lead a team of support specialists as we scale
- Coach and mentor your team, ensuring high performance and customer satisfaction
- Collaborate with Product, Engineering, and Business teams to represent the voice of the customer
- Ensure consistent alignment with SLAs and regulatory requirements
What makes you a great fit:
- 3+ years of experience in customer support or technical support
- Previous experience in fintech or high-growth startups is a strong advantage
- Experience with support platforms like Salesforce or Jira
- You’re proactive, structured, and can build processes from scratch
- Leadership experience or readiness to build and manage a team
- Strong sense of ownership, problem-solving mindset, and ability to prioritize under pressure
What we offer:
- Extensive learning opportunities, such as professional training and certifications, soft skills development, free Greek courses
- Health and life insurance for employees, spouses, and children, including vaccinations, tests, mental health care, and coverage for dental care
- Generous time off, including 21 working days of annual leave and paid sick leave
- Education allowance for your children’s school and kindergarten fees
- Access to our very own sports club with dedicated coaches, free Sanctum Club memberships for you and your spouse, corporate SUPs, etc
- A company car
- Outstanding team-building experiences and community gatherings
Your journey after applying:
- TA Interview (30 minutes)
- Technical Interview (up to 1.5 hours)
- Final Interview (1 hour)
Please note: We occasionally amend or withdraw Exness jobs and reserve the right to do so at any time, including prior to the advertised closing date. Before applying, you are advised to read our data protection policy. This policy describes the processing that may be associated with your personal data and informs you that your personal data may be transferred to Exness/Exness Group companies around the world. Exness Group and its approved recruitment consultants will never ask you for a fee to process or consider your application for a career with Exness. Anyone who demands such a fee is not an authorized Exness representative and you are strongly advised to refuse any such demand.
At Exness, we're an equal opportunity employer where every individual is valued. No matter your race, color, religion, sex, national origin, sexual orientation, gender identity or disability, we welcome you. As an international fintech company, we embrace the richness of our diverse team, respecting each individual and promoting gender equality for all genders in our workforce.
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What We Do
Exness Group is a global multi-asset broker that was founded in 2008 with the mission to reshape the online trading industry. We aim to maximize our client's potential when trading the markets by offering better-than-market conditions on currencies, crypto, stocks, indices, metals, and commodities.Our fresh scientific and ethical approach has resonated with traders around the world, and the company has gone from strength to strength, with trading volumes hitting new monthly records in 2023 at $3 trillion from an active client base of 414,502+We think business and act human. Our growing #ExnessFamily has more than 2,000 employees in offices located in Asia and Europe. Exness is the place for global teamwork, incredible leadership, a learning culture, and constant development. We are constantly expanding into new markets, and we're looking for a passionate team to help us grow. If you are looking for a new challenge and want to be a part of the future of online trading, please check out our open positions
