Support Specialist

The Role

We are looking for an experienced Customer Support Specialist who thrives in a fast-paced, high-volume environment. This is not a traditional customer service role focused on answering basic questions. You will be the first point of contact for traders who rely on our platform to manage their trading activities in real time.

You will be responsible for handling multiple concurrent live chat conversations, troubleshooting platform-related issues, investigating customer concerns, and providing accurate, timely resolutions. The ideal candidate combines strong customer service skills with technical curiosity, excellent written communication, and the ability to remain calm under pressure.

If you enjoy solving problems, taking ownership of customer issues, and delivering exceptional support experiences, we’d love to hear from you.

Key Responsibilities

Live Chat Support

• Handle multiple concurrent live chat conversations while maintaining a high standard of accuracy and customer experience.
• Respond to customer inquiries within established service level targets.
• Communicate clearly, professionally, and confidently during both routine interactions and high-volume periods.
• Take ownership of customer issues from first contact through resolution whenever possible.

Troubleshooting & Investigation

• Diagnose and resolve issues related to account access, platform functionality, trading activity, and customer workflows.
• Gather relevant information, screenshots, logs, and examples to support investigations.
• Differentiate between user error, platform limitations, and genuine product issues.
• Escalate issues appropriately when additional investigation is required.

Customer Experience

• Deliver a positive and consistent support experience across all customer interactions.
• Set clear expectations and provide timely updates when issues cannot be resolved immediately.
• Handle frustrated customers professionally while maintaining empathy and a sense of ownership.

Knowledge Management

• Contribute to the maintenance and improvement of internal knowledge resources.
• Identify recurring issues and recommend improvements to documentation, workflows, and support processes.
• Share knowledge and best practices with team members.

Operational Excellence

• Adhere to quality standards, support processes, and service level objectives.
• Participate in QA reviews, coaching sessions, and ongoing training activities.
• Identify trends, recurring customer pain points, and potential platform issues for escalation to the appropriate teams.

Who We Are Looking For (Requirements)

Experience

• Minimum 3 years of experience in customer support, technical support, SaaS support, or a similar customer-facing role.
• Experience supporting customers through live chat in a high-volume environment.
• Proven ability to manage multiple conversations simultaneously while maintaining quality and accuracy.

Communication

• Exceptional written English with strong grammar, spelling, and attention to detail.
• Ability to explain technical concepts in simple, customer-friendly language.
• Professional, concise, and empathetic communication style.

Technical Aptitude

• Comfortable troubleshooting web-based applications and customer-facing technology.
• Familiarity with concepts such as APIs, browser troubleshooting, latency, connectivity issues, caching, and cloud-based platforms.
• Strong problem-solving skills and curiosity when investigating issues.

Preferred Experience

• Experience supporting SaaS platforms, fintech products, trading platforms, gaming platforms, or other real-time customer environments.
• Familiarity with MetaTrader (MT4/MT5), cTrader, Match Trader, or general trading terminology.
• Experience working in startups or rapidly growing companies.

Working Requirements

• Willingness to work shifts, including evenings, weekends, and public holidays.
• Comfortable working in a 24/7 support environment.
• Reliable internet connection and suitable home office setup.
• Own a laptop or computer suitable for remote work.