At Exness, we are not just a leading trading broker—we’ve reimagined what it takes to be a leader. With 2,000+ people across 13 countries, we combine scale, care, and real tech to make trading better for over a million clients globally.
Recognised globally as a Best Place to Work, we’re a people-first company where long-term wins always matter more. As part of our team, you will shape the future of fintech with real technology, care, and purpose.
Why this role mattersA Customer Support Executive (CSE) at Exness needs to take on a business critical position by providing excellent services, support and issue resolution across all types of communication channels to our existing and potential new clients.
They will support our clients through live-chats and email as well as phone calls.
A Customer Support Executive (CSE) will require excellent communication skills, a strong understanding of our products and services as well as a passion for delivering top-notch customer experiences.
The role is based in our Montevideo - Uruguay. In case of relocation, we offer full relocation support for you and your family to make your move smooth and worry-free.
What you'll actually doClient interaction and escalation:
- To process client requests and solve issues via live chat, phone call, and email by navigating multiple programs while paying attention to accuracy and detail
- To identify and escalate technical issues to the appropriate teams for resolution
- To investigate and escalate when necessary any trading-related complaint
- To facilitate client payments by escalating payment account verifications when necessary
- To update clients on their request status accordingly
- To educate customers on the features and functionalities of our products and services, guiding them through best practices
- To conduct verification calls to facilitate the termination of client accounts
- To conduct security and verification video calls to facilitate the change of security type of client accounts
- To verify documents submitted by clients within specific regions
- To facilitate effective communication of internal requests to clients
- To report any suspicious activity to team leaders for investigation
- To report any potential incident or system degradation for investigation and resolution
- Assist clients throughout the onboarding process, addressing any issues or questions they encounter during their account setup
- Triage of SOF (Source of Funds) cases and escalation to the right teams
- Handle SOF cases when clients come to chats for simple cases
- Terminations of clients due to final KYC rejections
- Communications with clients for SOF cases
- Communications with clients to provide renewed KYC docs and recompletion of EP
- Checking liveness pending cases to match against POI (those that SS cannot process automatically)
Knowledge:
- To stay up-to-date on industry trends, regulatory changes, and new product developments to provide accurate and relevant information to customers;
- To understand the Company's business functions & roles by attending company seminars and meeting the required assessment target;
- To stay updated on the knowledge by attending monthly knowledge quiz;
Targets and tasks:
- To achieve quarterly KPI targets set by CS Manager;
- To maintain information accuracy to our clients through strict adherence to quality assurance standards;
- To uphold company standards by ensuring high levels of customer satisfaction through attentive service;
- To ensure efficient handling of workload;
- To ensure timely acceptance of received tasks via our channels;
- To perform other ad hoc tasks assigned by manager and team leaders;
- Bachelor's Degree / Diploma in Business Administration or a related field (Fresh graduates are accepted)
- Strong customer service orientation and mindset
- Strong problem-solving skills and the ability to think critically to resolve customer issues effectively
- Proficiency in using CRM systems and other customer support tools
- Strong multitasking skills
- Ability to work independently and collaboratively in a fast-paced environment, with a strong focus on delivering exceptional customer experiences
- Flexibility to work non-traditional hours as needed to support our global customer base
- High level of integrity
- Strong sense of ownership
- Good communication skills in English, Portuguese and Spanish.
- Strong client-facing and communication skills
- Competitive salary and performance bonus
- Full relocation support for you and your family — flights, housing, visas, and legal assistance included
- Top-tier health insurance with full family coverage — medical, dental, vision, mental health — plus life insurance for peace of mind
- Unlimited learning opportunities: external courses, English lessons, career and leadership development
- Education allowance covering school and kindergarten fees
- 21 working days of annual leave, plus public holidays and fully paid sick, maternity, and paternity leave
- Employee appreciation program: branded gifts, celebration budgets for weddings, newborns, and milestones
- “Get to know Team” trips — meet colleagues across our global hubs, along with company-wide offsites that raise the bar
- Employee share scheme — grow with us
- Meal and transport allowance
- Free gym membership and monthly wellness allowance for your sport or fitness of choice
- Intro call with Recruiter (30 minutes)
- English check (if needed)
- Techinal assessment (written and verbal)
- Final interview (45 minutes)
What it's like here
Curious about what working at Exness really looks like? Follow us on Instagram and LinkedIn.
We share the real Exness experience - our people, ideas, moments, and everything in between.
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.
Skills Required
- Bachelor's degree or diploma in Business Administration or a related field
- Strong customer service orientation and mindset
- Strong problem-solving and critical-thinking skills
- Proficiency using CRM systems and customer support tools
- Strong multitasking skills
- Ability to work independently and collaboratively in a fast-paced environment
- Flexibility to work non-traditional hours
- High level of integrity
- Strong sense of ownership
- Good communication skills in English, Portuguese, and Spanish
- Strong client-facing and communication skills
- Fresh graduates accepted
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
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