Customer Support Specialist

Responsibilities

Customer Request Handling

• Act as the first point of contact for B2PRIME clients via live chat and email
• Respond to inquiries on account opening, KYC (Know Your Client) verification, deposits, withdrawals, trading conditions, and platform usage
• Work alongside our AI support stack: take over conversations escalated by the AI agent and use AI Copilot to resolve inquiries efficiently

Issue Resolution & Escalation

• Perform first-line diagnosis of technical issues across our trading platforms and client portal, e.g. login/SSO failures, connectivity, order and pricing questions
• Verify client account status in the back office (verification level, withdrawal permissions, 2FA, transaction status) before escalating
• Escalate payment/billing cases, platform-level technical issues, and compliance-sensitive cases to the appropriate internal teams with complete, well-documented context
• Follow up on escalated cases until resolution and keep clients informed throughout

Documentation & Data Quality

• Log all requests in the ticketing system with correct classification, tags, and conversation attributes
• Maintain accurate interaction records to support reporting and service analytics

Client Communication

• Send service notifications (e.g., scheduled maintenance announcements) and outbound client communications when required
• Collect client feedback and flag recurring issues, feature requests, and Help Center content gaps

Service Standards Compliance

• Work in accordance with established SLAs (Service Level Agreements) and quality standards
• Maintain a high level of customer orientation and professionalism

Requirements

Obligatory

• Fluent English (written and spoken)
• 1-3 years of customer support experience working directly with end users / retail clients in a high-volume live chat and email environment
• Hands-on experience handling KYC (Know Your Client) / verification and payment-related inquiries (deposits, withdrawals)
• Experience supporting online trading platforms and explaining concepts such as CFDs, leverage, and margin
• Strong problem-solving skills; able to explain technical issues to non-technical users
• Ability to multitask, prioritize, and manage time effectively in a shift-based 24/5 environment

Preferably

• Fluent English (written and spoken)
• 1-3 years of customer support experience working directly with end users / retail clients in a high-volume live chat and email environment
• Hands-on experience handling KYC (Know Your Client) / verification and payment-related inquiries (deposits, withdrawals)
• Experience supporting online trading platforms and explaining concepts such as CFDs, leverage, and margin
• Strong problem-solving skills; able to explain technical issues to non-technical users
• Ability to multitask, prioritize, and manage time effectively in a shift-based 24/5 environment

Conditions

• Reliability: official employment from the first day, bonuses, annual employee review (salary review or bonus, feedback on work results)
• Stability: our clients are in different countries, therefore we are ready for any changes in work of any country
• Development: a lot of projects and products, which means increasing expertise in working with different technologies, or even switching to completely new ones for you within the company
• Active corporate life: we participate in thematic conferences and forums in our cool sphere of business, corporate parties in the best restaurants of the city with participation of stars, etc
• Comfort: Offices are in different countries. You can work from anywhere in the world