Supervisor, Customer Success Team

Responsibilities

• Lead a team of CX agents and QA analysts supporting CBFSE customers across phone, chat, and email, driving performance and regulatory compliance across all channels.
• Own the CX quality assurance framework for Cyprus, including scorecards, sampling methodology, and calibration sessions, and drive continuous improvement in quality and compliance metrics.
• Review recorded customer communications to verify adherence to MiFID and CySEC conduct-of-business standards, including risk warnings, disclosure requirements, and prohibition of unauthorized investment advice.
• Partner with Compliance, Legal, AML, Operations, and Training to translate regulatory requirements into actionable CX processes, scripts, and knowledge base content, and coach agents on QA outcomes.
• Manage customer and regulatory-sensitive escalations through root-cause analysis and remediation, and report CX quality and compliance KPIs to senior stakeholders with trend analysis and improvement recommendations.

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