Job Description
Job Title: Senior Back Office & Customer Support
Location: Cyprus / Remote
Company: Opal Markets Group
Job Type: Full-time
About Us
Opal Markets Group is a network of forex brokerage firms operating under regulatory frameworks in Seychelles and other global jurisdictions. With a solid foundation in the financial industry, our goal is to become a leading global brokerage. We’re building a team of top-tier professionals with experience from some of the most reputable companies worldwide.
Role Summary
We are looking for an experienced Senior Back Office & Customer Support professional to oversee and enhance our operational and support departments. This role is essential for maintaining smooth internal processes, meeting compliance obligations, and ensuring a high level of client satisfaction. The ideal candidate will bring a deep understanding of forex brokerage operations, KYC/AML requirements, and a strong commitment to delivering exceptional customer experiences.
Key Responsibilities
Back Office Operations:
-
Supervise client onboarding, KYC/AML verification, and the upkeep of account records.
-
Manage the accurate execution of deposits, withdrawals, and internal fund movements.
-
Streamline workflows to enhance compliance and operational efficiency.
-
Liaise with compliance and risk teams to ensure regulatory alignment.
-
Oversee transactional reporting, reconciliation, and data accuracy.
Customer Support Oversight:
-
Lead and mentor the customer support team to uphold high service standards.
-
Define and maintain service level agreements (SLAs) to ensure timely responses.
-
Handle complex client issues, complaints, and inquiries.
-
Introduce tools and automation to boost client engagement and service delivery.
-
Gather and act on client feedback to continuously improve service quality.
Team & Cross-Department Collaboration:
-
Build and manage a skilled back office and customer support team.
-
Collaborate with IT, compliance, finance, and trading teams to ensure cohesive operations.
-
Establish and enforce operational policies and best practices.
-
Stay informed about market developments, regulatory updates, and emerging technologies.
Candidate Requirements
-
Demonstrated experience in a senior operations or support role within a forex brokerage.
-
Deep knowledge of trading platforms (MT4/MT5, cTrader, etc.), payment processing, and regulatory compliance (KYC/AML).
-
Proven leadership capabilities in managing cross-functional teams.
-
Strong problem-solving, analytical, and decision-making skills.
-
Excellent communication and interpersonal abilities.
-
Familiarity with CRM and forex back-office systems, especially FXBO.
-
Comfortable working in a high-pressure, fast-paced setting.
Preferred Skills
-
Background in dealing with international clients and operating under multiple regulatory frameworks.
-
Multilingual proficiency is a strong advantage.
-
Understanding of risk mitigation strategies in forex trading.
What We Offer
-
Competitive compensation with performance-based bonuses.
-
Opportunities for career progression in a growing international brokerage.
-
A supportive, fast-paced, and team-oriented work environment.
