Client Success Manager overseeing a portfolio of restaurant clients, ensuring satisfaction and retention for Rewards Network. Managing account health and communication to improve service value and NPS scores.
About the role
- CX Supervisor leading team to improve customer support quality and compliance for Coinbase in Cyprus. Engaging with various stakeholders to ensure regulatory adherence in customer communications.
Responsibilities
- Lead a team of CX agents supporting CBFSE customers
- Own the CX quality assurance framework for Cyprus
- Review recorded communications for compliance
- Provide feedback and coaching to CX agents
- Partner with various departments to ensure regulatory compliance
- Handle customer escalations and perform root-cause analysis
- Track and report CX quality KPIs
Requirements
- 3+ years of experience in customer support / customer experience within financial services
- 1–2+ years of experience in a team lead, supervisor, or QA role
- Strong knowledge of MiFID II / CySEC requirements
- Relevant CySEC certification
- Excellent communication skills in English
- High attention to detail and strong analytical skills
- Ability to support a shift pattern aligned to CBFSE operating hours
- Familiarity with generative AI tools
Benefits
- Health insurance
- Bonuses
- Professional development
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