Senior CSR Manager

Job Description

Job Title: Senior CSR Manager

Job Description: Commodities, Indices, Shares, and Crypto. The Senior CSR Manager will lead the Dubai-based client services team — managing team performance, resolving escalated client issues, driving client satisfaction KPIs, and ensuring compliance with service standards and regulatory requirements.

Responsibilities:

• Lead and manage the Dubai-based Client Services Representative (CSR) team — setting performance expectations, conducting regular reviews, and developing team members
• Drive client satisfaction, resolution quality, and response time KPIs across all support channels (live chat, email, phone)
• Handle complex escalated client issues and complaints — providing fair, fast, and compliant resolutions
• Ensure all client service interactions comply with DFSA regulatory standards and internal policies
• Design and implement training programmes to continuously improve team knowledge and service quality
• Partner with Compliance, Operations, and Commercial teams to ensure client-facing processes align with regulatory and business requirements
• Monitor client feedback and identify systemic service improvement opportunities
• Produce regular team performance reports for regional and global management

Qualifications Needed:

• 5+ years of experience in client services management within fintech, Forex/CFD, or financial services
• Proven track record leading and developing client services teams in a regulated trading environment
• Strong understanding of DFSA regulatory requirements for client service and complaint handling
• Excellent communication and interpersonal skills; multilingual abilities preferred
• Data-driven approach to client service performance management
• Background in Forex, CFD, or multi-asset trading products preferred

What the Company Offers:

• Client services leadership role at a globally established multi-asset brokerage with 30+ offices
• MENA client services ownership with genuine management mandate
• International team and professional development support
• Competitive compensation in a well-established fintech/trading platform

Are you interested in this position? Apply by clicking on the “Apply Now” button below!

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